Walk-in || Customer Support Associate (Night Shift), Male Candidates

Role & responsibilities

• Provide 24x7 customer support through calls and chats, serving as
  the first point of contact and trusted owner for non-technical
  customer queries, including billing, plans, service requests and
  requests to connect with an Excitel representative.
• Listen actively and understand the customers underlying need,
  demonstrating empathy, patience and a genuine desire to help.
• Manage post-installation customer escalations (CRI) with end-to-end ownership, from first contact through resolution and customer
  confirmation.
• Coordinate proactively with ground/technical teams to drive timely
  resolution, without passing ownership to another team.
• Keep customers informed throughout the resolution journey through
  timely calls and WhatsApp updates, even when there is no new
  development.
• Take initiative to anticipate customer concerns, identify solutions
  and remove roadblocks, rather than simply communicate process or
  policy.
• Handle difficult and emotionally charged customer interactions
  calmly and professionally, while balancing customer needs with company policies.
• Ensure every interaction leaves the customer feeling heard, cared
  for and confident that someone is taking responsibility for their
  problem.
• Maintain accurate case documentation and ensure commitments made to customers are followed through within agreed timelines.
  

Preferred candidate profile

Who is a graduate, has Language fluency, good typing
speed & basic computer skills.