Customer Support Executive Trainee

About the Role

We're looking for a Customer Support Executive to join our Customer Support team in Bengaluru.

You'll be responsible for handling customer and merchant queries, resolving issues accurately, maintaining support data, and ensuring a high-quality customer experience. The role requires strong communication, attention to detail, problem-solving skills, and the ability to work across flexible shifts.

Key Responsibilities

• Handle inbound and outbound customer/merchant calls.
• Understand customer concerns, identify root causes, and provide appropriate resolutions.
• Follow defined SOPs, processes, and escalation guidelines.
• Accurately record call details, query categories, resolutions, and follow-ups.
• Maintain accurate query and support data for reporting and tracking.
• Escalate technical, payment, account, and other critical issues within defined TATs.
• Follow up on escalated cases through to closure.
• Identify recurring issues and share insights for process improvement.
• Maintain high standards of customer experience, quality, and compliance.
• Meet defined performance expectations around accuracy, productivity, TAT, call handling, and attendance.

Requirements

• 1–3 years of experience in Customer Support, Voice Process, Technical Support, Operations, or a similar role.
• Excellent verbal and written communication skills.
• Strong problem-solving and attention to detail.
• Comfortable working with Excel/Google Sheets and CRM/ticketing tools.
• Ability to manage multiple queries and prioritize effectively.
• Strong ownership and accountability.
• Ability to learn new products, processes, and tools quickly.
• Comfortable working in a fast-paced support environment.
• Willingness to work across assigned shifts between 8:00 AM and 11:00 PM.

Shift Details

• Operational window: 8:00 AM – 11:00 PM
• 9-hour shift, including a 1-hour break
• Employees should be comfortable working in any assigned shift within the operational window.

Preferred

Experience with CRM/helpdesk or ticketing systems and experience handling merchant/customer support queries will be an advantage.