Associate Customer Support Executive

Pocket Fm; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

Pocket FM is seeking a customer-focused professional in Bengaluru to manage inquiries across email, chat, social media, and app store reviews with empathy and efficiency.

You will resolve issues per SOPs, SLAs, and quality standards, maintain CRM records, and collaborate with product and growth teams to enhance the customer experience. Occasional office visits and night shifts are part of the role.

Qualifications

• Graduate with prior experience in customer support or customer experience.
• Excellent written communication skills with strong empathy and problem-solving abilities.
• Experience handling email, chat, and social media customer support.
• Familiarity with CRM and support tools such as Freshworks.
• Ability to analyze customer feedback, identify patterns, and maintain reports using Google Sheets or Excel.

Responsibilities

• Handle customer queries across email, chat, app store reviews, and social media with empathy and professionalism.
• Resolve customer issues within defined SOPs, SLAs, and quality standards.
• Manage social media escalations and sensitive customer interactions effectively.
• Maintain accurate records of customer interactions, resolutions, and follow-ups in CRM tools.
• Identify recurring issues, customer feedback trends, and potential risks.
• Escalate complex cases to relevant internal teams for timely resolution.
• Collaborate with product, content, technology, and growth teams to improve customer experience.
• Use support tools, AI, and data to track issues, analyze trends, and improve processes.
• Take end-to-end ownership of assigned queries and ensure timely closure.

Skills

Written communication

Empathy

Problem-solving

Multi-channel support

Analytical thinking

Ownership mindset

Education

Graduate with relevant experience

Tools

Freshworks

Google Sheets/Excel

Job description

Location: Bengaluru
Shifts: Rotational, including night shifts

About the Role

We are looking for a customer-focused professional with strong written communication, problem-solving skills, and the ability to manage customer interactions across multiple digital channels. The role involves resolving queries, handling escalations, and improving the overall customer experience.

Key Responsibilities

• Handle customer queries across email, chat, app store reviews, and social media with empathy and professionalism
• Resolve customer issues within defined SOPs, SLAs, and quality standards
• Manage social media escalations and sensitive customer interactions effectively
• Maintain accurate records of customer interactions, resolutions, and follow-ups in CRM tools
• Identify recurring issues, customer feedback trends, and potential risks
• Escalate complex cases to relevant internal teams for timely resolution
• Collaborate with product, content, technology, and growth teams to improve customer experience
• Use support tools, AI, and data to track issues, analyze trends, and improve processes
• Take end-to-end ownership of assigned queries and ensure timely closure

Requirements

• Graduate with prior experience in customer support or customer experience
• Excellent written communication skills with strong empathy and problem-solving abilities
• Experience handling email, chat, and social media customer support
• Familiarity with CRM and support tools such as Freshworks
• Ability to analyze customer feedback, identify patterns, and maintain reports using Google Sheets or Excel
• Strong organizational skills, attention to detail, and ownership mindset
• Based in Bengaluru and comfortable with occasional office visitsWillingness to work rotational shifts, including night shifts

Ideal Candidate

Someone who combines strong communication, customer empathy, analytical thinking, and ownership to deliver effective resolutions and consistently improve the customer experience.