Case and Communication Executive (Customer Support)

Rapsys Tech Solutions; Mumbai; On-site; INR 201,000 - 335,000; Full time

Job summary

Rapsys Tech Solutions in Mumbai is seeking a detail-oriented Customer Support Operations Executive to handle customer queries across channels, maintain records, and ensure timely resolution per SOPs. Freshers with good communication and basic MS Excel skills are welcome. Full-time role with Mon-Fri, 10:00 AM–7:00 PM.

Experience required: 0–2 years in customer service or operations. You will manage emails, WhatsApp, IVR data, onboarding calls, and documentation while maintaining daily tasks

Qualifications

• Graduation or above in any discipline.
• Freshers with good communication and computer skills welcome.
• 0-2 years of experience in customer service, customer support, or operations.
• Good written and verbal communication skills.
• Ability to follow SOPs and process guidelines accurately.
• Basic knowledge of MS Excel and operational tools; comfortable with multiple systems.

Responsibilities

• Email Management: Handle customer emails and provide accurate, professional responses in accordance with SOPs.
• WhatsApp Support: Manage WhatsApp queries and ensure timely and effective communication.
• IVR Management: Download and process IVR data, prepare transcripts, and make callback calls wherever required.
• Query Management: Monitor and address daily queries received through multiple communication channels.
• User Onboarding: Conduct new user onboarding calls and route cases according to established SOPs.
• Case Board Management: Update the Case Board (CB) regularly and maintain accurate records of all activities.
• Documentation: Upload, organise, and maintain documents, including file naming, saving, zipping, and CSV creation.
• TAT Quality Management: Ensure all assigned tasks are completed within defined Turnaround Times (TATs).
• Process Adherence: Follow established SOPs and operational guidelines consistently.

Skills

Written and verbal communication

Email handling

WhatsApp support

Documentation

Attention to detail

SOP adherence

TAT management

Multitasking

Education

Graduation

Tools

MS Excel

Job description

Job Summary

We are looking for a detail-oriented and tech-savvy Customer Support Operations Executive to manage customer queries across multiple communication channels, maintain accurate records, and ensure timely resolution of requests as per established Standard Operating Procedures (SOPs). The ideal candidate should have good communication skills, strong attention to detail, and the ability to work efficiently in a fast-paced, TAT-driven environment.

Location: Mumbai. Employment Type: Full-time. Experience: 0-2 years (freshers can apply). Working Days: Monday to Friday, 10:00 AM - 7:00 PM. Weekly Off: Saturday Sunday.

Responsibilities

• Email Management: Handle customer emails and provide accurate, professional responses in accordance with SOPs.
• WhatsApp Support: Manage WhatsApp queries and ensure timely and effective communication.
• IVR Management: Download and process IVR data, prepare transcripts, and make callback calls wherever required.
• Query Management: Monitor and address daily queries received through multiple communication channels.
• User Onboarding: Conduct new user onboarding calls and route cases according to established SOPs.
• Case Board Management: Update the Case Board (CB) regularly and maintain accurate records of all activities.
• Documentation: Upload, organise, and maintain documents, including file naming, saving, zipping, and CSV creation.
• TAT Quality Management: Ensure all assigned tasks are completed within defined Turnaround Times (TATs), maintaining high levels of accuracy and quality.
• Process Adherence: Follow established SOPs and operational guidelines consistently.

Requirements

• Graduation or above in any discipline.
• Additional certifications or relevant courses are an added advantage.
• 0-2 years of experience in customer service, customer support, or operations; freshers with good communication and computer skills are welcome.
• Good written and verbal communication skills.
• Ability to follow SOPs and process guidelines accurately.
• Strong attention to detail and accuracy.
• Basic understanding of email handling, calls, and documentation.
• Basic knowledge of MS Excel and operational tools.Comfortable working with multiple systems and digital platforms.
• Ability to manage multiple tasks in a TAT-driven environment.
• Willingness to learn, adapt, and take ownership of assigned responsibilities.

Ideal Candidate

Organised, responsible, and comfortable handling customer queries through emails, WhatsApp, and calls; capable of maintaining accurate documentation, following processes without deviation, and completing daily tasks within defined timelines. Tech-savvy, quick learners, and detail-oriented candidates are preferred.

Skills

• Written and verbal communication
• Email handling
• WhatsApp support
• MS Excel
• Documentation
• Attention to detail
• SOP adherence
• TAT management
• Multitasking

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.