Associate – Customer Delight

Growth For Impact; India; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

EV ecosystem exposure

Tech-driven environment

Cross-functional exposure

Scale customer experience

Job summary

Growth For Impact is seeking a Customer Support Associate to handle inbound/outbound calls, emails, and chat. You will understand issues, troubleshoot them, and provide timely resolutions while maintaining high CSAT and adhering to SLAs.

Role requires 1–3 years of customer support experience, strong communication skills, and comfort with CRM and ticketing tools. Prior SaaS or tech-enabled sector experience is a plus; willing to work in a 6-day rotating shift.

Qualifications

• 1–3 years of customer support or related experience.
• Strong verbal and written communication skills.
• Comfort with voice, email, and chat support.
• Good listening, problem-solving, and interpersonal skills.
• Ability to handle customer complaints with patience and empathy.
• Familiarity with CRM or ticketing systems.
• Ability to multitask and manage multiple queries.
• Attention to detail and accurate record-keeping.
• Willingness to work in a 6-day environment with rotating shifts.
• Experience in consumer-facing or B2C support.
• Experience in high-volume interactions.
• Experience in SaaS, EV, mobility, e-commerce, fintech is a plus.

Responsibilities

• 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.

Skills

Verbal communication

Written communication

Empathy

Problem-solving

Multitasking

Attention to detail

Tools

CRM systems

Ticketing tools

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

• – 1–3 years of experience in Customer Support, Customer Delight, Customer Service, Contact Centre, or a similar role.
• – 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, if applicable.
• – Experience in consumer‑facing / B2C customer support.
• – Experience handling high‑volume customer interactions.
• – Prior experience in SaaS, EV, mobility, e‑commerce, fintech, or technology‑driven businesses would be an advantage.
• – 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.