Associate – Customer Delight

Growth For Impact; Bengaluru; On-site; INR 300,000 - 520,000; Full time

Job summary

Growth For Impact in Bengaluru is seeking a customer support specialist to handle queries by phone, email, and chat. You will troubleshoot issues, provide clear resolutions, and maintain accurate records in our CRM.

You will follow up on unresolved items, contribute to FAQs, and help the team meet SLA, CSAT, and productivity targets while delivering empathetic, professional service in a fast-paced EV and mobility context.

Qualifications

• Experience with inbound/outbound calls, email and chat support.
• Ability to troubleshoot and resolve customer issues.
• Maintain accurate records in CRM/ticketing system.
• Meet SLA, response, and CSAT targets.
• Willingness to work 6-day weeks with rotational shifts.

Responsibilities

• Handle customer queries via calls, email, and chat.
• Understand issues, troubleshoot, provide resolutions.
• Ensure timely responses and high customer satisfaction.
• Follow up on unresolved issues with internal teams.
• Maintain records of interactions in CRM/ticketing system.
• Identify recurring issues for improvements.
• Handle escalations professionally.
• Assist in updating FAQs and help guides.
• Share feedback with stakeholders.
• Proactively communicate ongoing issues or updates.

Skills

Verbal Communication

Written Communication

CRM Tools

Multitasking

Attention to Detail

Empathy

B2C Support

High Volume

Job description

ROLE

• Handle customer queries and concerns through inbound/outbound calls, email, and chat.
• Understand customer issues, troubleshoot them effectively, and provide appropriate resolutions.
• Ensure timely and accurate responses while maintaining a high level of customer satisfaction.
• Follow up on unresolved issues and coordinate with internal teams to ensure closure within defined timelines.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-ups in the CRM/ticketing system.
• Identify recurring customer issues and highlight them to the relevant teams for process or product improvements.
• Handle customer escalations professionally and ensure a positive resolution experience.
• Assist in maintaining and updating FAQs, help guides, and customer support documentation.
• Capture customer feedback and share actionable insights with the relevant stakeholders.Proactively communicate with customers regarding ongoing issues, updates, or resolutions.
• Consistently meet defined SLA, response time, resolution time, CSAT, and productivity targets.
• Ensure all customer interactions are handled professionally and in line with company policies and communication standards.

REQUIREMENTS

• Strong verbal and written communication skills.
• Comfortable handling voice, email, and chat support.
• Strong listening, problem‑solving, and interpersonal skills.
• Ability to handle customer complaints and difficult conversations with patience and empathy.
• Comfortable working with CRM, ticketing, or customer support tools.
• Ability to multitask and manage multiple customer queries simultaneously.
• Good attention to detail and ability to maintain accurate records.
• Willingness to work in a 6‑day working environment and rotational shifts.
• Experience in consumer‑facing / B2C customer support.
• Experience handling high‑volume customer interactions.
• Familiarity with customer support metrics such as CSAT, SLA, AHT, FRT, and FCR.

BENEFITS

• Be part of India’s rapidly growing EV and clean mobility ecosystem.
• Work in a fast‑paced, technology‑driven environment.
• Gain exposure to customers, operations, product, and cross‑functional teams.
• Opportunity to directly contribute to improving the customer experience at scale.