Job Overview:
We are seeking a dedicated and empathetic Customer Support Representative to join our team. In this role, you will be responsible for providing excellent customer service and ensuring customer satisfaction by addressing and resolving inquiries and issues. The ideal candidate has strong communication skills, a passion for helping others, and the ability to work efficiently in a fast-paced environment.
Key Responsibilities:
Deliver a Customer-First Experience:
- Treat every customer interaction as a priority. Ensure quick, professional, and courteous responses that reflect Karban’s values of innovation, reliability, and care.
Multi-Channel Customer Support:
- Manage and respond to customer queries across WhatsApp, phone calls, emails, SMS, and chat. Maintain consistency and quality of support across all platforms.
Issue Understanding & Resolution:
- Understand both technical and non-technical issues, provide accurate solutions, and troubleshoot proactively to reduce downtime for customers.
CRM Data Management:
- Log all support interactions in the CRM system with 100% accuracy. Keep records updated with current status, follow-ups, escalations, and resolutions.
Own Every Case:
- Take end-to-end ownership of support tickets. Ensure timely closure, internal coordination, and customer feedback loop completion.
Coordinating With Service Agencies:
- Communicate with external service engineers, partners, and technicians to ensure timely onsite visits, installations, or repairs. Track job completion status.
Documentation & Paperwork:
- Handle service reports, installation forms, and warranty documentation professionally and accurately. Ensure all paperwork is collected and filed digitally.
Customer Follow-Ups & Satisfaction:
- Conduct follow-ups to ensure issue resolution, track satisfaction levels, and implement learnings from feedback received.
Maintain Service SLAs:
- Track ticket timelines and ensure all support cases are resolved within the defined turnaround time. Escalate proactively in case of delays.
Internal Team Collaboration:
- Coordinate with product, logistics, sales, and R&D teams to communicate customer issues and gather updates or solutions.
Knowledge Sharing & Learning:
- Continuously update internal knowledge bases (FAQs, troubleshooting guides) and actively participate in learning sessions.
Excel & Data Reporting:
- Use Excel to analyze support data, generate weekly and monthly reports, identify recurring issues, and assist in process improvements.
Support Customer Onboarding:
- Help new users understand product features, installation procedures, maintenance tips, and general product use.
Track and Report Trends:
- Identify patterns in customer complaints and report them for product or process improvement.
Proactive Communication:
- Send alerts or updates to customers regarding deliveries, installations, filter replacements, and AMC renewals via WhatsApp or email.
Uphold Karban’s Service Promise:
- Represent the Karban brand with professionalism, empathy, and a solutions-oriented mindset at every customer touchpoint.
Requirements:
- High school diploma or equivalent; bachelor's degree preferred.
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Customer-focused and ability to adapt/respond to different types of characters.
- Proficiency in English.
Working Conditions:
Full-time position with standard working hours i.e. 9 AM - 6 PM, Monday to Saturday.
What we offer:
- Competitive salary & benefits.
- Professional growth opportunities.
- Inclusive & collaborative culture.
- Sick, casual and privilege leaves.
Job Type: Full-time
Pay: ₹300,000.00 - ₹420,000.00 per year
Benefits:
- Cell phone reimbursement
- Paid sick time
- Paid time off