Customer Support Executive

Job Description: Case & Communication Executive (Customer Support)

Location: Colaba, Mumbai
Work Mode: Work from Office (WFO)
Employment Type: Full-time
Experience: 0–2 Years (Freshers can apply)
Salary: Up to ₹28,000–₹30,000 per month (depending on experience and interview performance)
Working Days: Monday to Friday
Working Hours: 10:00 AM – 7:00 PM
Weekly Off: Saturday & Sunday

We are looking for a proactive, detail-oriented, and customer-focused Case & Communication Executive to manage customer interactions across multiple communication channels, including inbound and outbound calls, emails, and WhatsApp.

The role involves handling customer queries, conducting onboarding and follow-up calls, managing case-related communications, maintaining documentation, and ensuring timely resolution of requests as per established Standard Operating Procedures (SOPs).

The ideal candidate should have good communication skills, basic computer knowledge, and the ability to manage both voice and non-voice customer support activities in a fast-paced, TAT-driven environment.

1. Inbound & Outbound Calling

• Handle inbound and outbound customer calls related to queries, case updates, and follow-ups.

• Make callback calls wherever required and ensure timely communication with customers.

• Conduct onboarding calls to guide new users through the registration and case initiation process.

• Provide necessary information and assistance to customers while maintaining professional telephone etiquette.
  
  

2. Email & WhatsApp Management

• Handle customer queries received through emails and WhatsApp.

• Draft clear, professional, and accurate responses in accordance with established SOPs.

• Ensure timely responses and follow-ups to avoid delays in query resolution.
  
  

3. IVR & Query Management

• Download and process Interactive Voice Response (IVR) data.

• Prepare call transcripts and maintain relevant records.

• Monitor daily queries received through different communication channels and ensure appropriate action is taken.
  
  

4. Case Management & Documentation

• Update and maintain the Case Board (CB) with accurate case-related information.

• Upload, organize, and maintain customer documents and case records.

• Perform documentation activities such as file naming, saving, zipping, and CSV creation.

• Ensure data accuracy and proper record maintenance.
  
  

5. TAT & Process Management

• Ensure all assigned activities are completed within defined Turnaround Times (TATs).

• Follow established SOPs and operational guidelines.

• Coordinate with internal teams wherever required for smooth case processing and query resolution.

• Maintain accuracy, quality, and consistency in daily operations.
  
  

• Graduation or above in any discipline.

• 0–2 years of experience in customer support, customer service, operations, or a similar role.

• Freshers with good communication and computer skills are welcome to apply.

• Good verbal and written communication skills.

• Comfortable handling regular inbound and outbound customer calls.

• Good telephone etiquette and customer-handling skills.

• Basic knowledge of MS Excel, email handling, and documentation.

• Comfortable working with multiple digital platforms and operational tools.

• Ability to follow SOPs and process guidelines accurately.

• Strong attention to detail and problem-solving abilities.

• Ability to manage multiple tasks within defined timelines.
  
  

• Should be comfortable with both voice and non-voice customer support activities.

• Must be willing to handle inbound/outbound calls, customer onboarding calls, and follow-ups.

• Should have good communication and interpersonal skills.

• Must be organized, detail-oriented, and capable of maintaining accurate records.

• Should be comfortable working in a process-driven and TAT-oriented environment.

• Candidates with a positive attitude, willingness to learn, and a customer-first approach will be preferred.
  
  

This is a combination of voice and non-voice.

The role involves regular customer interaction through:

• Inbound & Outbound Calling

• Customer Onboarding & Follow-up Calls

• Email Communication

• WhatsApp Support

• IVR & Callback Management

• Case Documentation & Backend Operations
  
  

Candidates should be comfortable with calling responsibilities and should not be looking exclusively for a non-voice or backend process role.

• Salary up to ₹28,000–₹30,000 per month, depending on experience and interview performance.

• Five-day working week (Monday to Friday).

• Fixed Saturday and Sunday off.

• Fixed working hours: 10:00 AM – 7:00 PM.

• Full-time, work-from-office opportunity in Colaba, Mumbai.