Customer Relationship Associate

Kots; Bengaluru; On-site; INR 250,000 - 360,000; Full time

Benefits offered by this job

Zoho Desk experience

Job summary

Kots is seeking a customer support professional in Bengaluru, India, to handle inquiries via calls and emails, ensuring first-contact resolution and high customer satisfaction. You will maintain CRM records, identify needs, and escalate complex issues with proper documentation in a dynamic team environment.

The role requires strong English communication, solid Excel skills, and the ability to work in rotational shifts.

Qualifications

• Strong understanding of customer service processes and systems.
• Excellent English communication skills, both verbal and written.
• Strong vocabulary, articulation, and comprehension.
• Experience in voice and non-voice/email support.
• Proficiency in MS Excel for basic reporting and data management.
• Strong problem-solving ability with attention to detail.
• Flexibility to work in rotational shifts.

Responsibilities

• Handle customer queries and concerns effectively through calls and emails (voice and non-voice support).
• Ensure first-contact resolution and customer satisfaction.
• Maintain accurate records of customer interactions in the CRM system.
• Proactively identify customer needs and provide appropriate solutions.
• Escalate complex issues to relevant departments with proper documentation.
• Contribute to process improvement and knowledge sharing within the team.
• Prepare and maintain daily/weekly Excel reports as required.

Skills

Customer service

English proficiency

MS Excel

Problem solving

Shift flexibility

Tools

Zoho Desk

Job description

Key Responsibilities

• Handle customer queries and concerns effectively through calls and emails (voice and non-voice support).
• Ensure first-contact resolution and customer satisfaction.
• Maintain accurate records of customer interactions in the CRM system.
• Proactively identify customer needs and provide appropriate solutions.
• Escalate complex issues to relevant departments with proper documentation.
• Contribute to process improvement and knowledge sharing within the team.
• Prepare and maintain daily/weekly Excel reports as required.

Key Requirements

• Strong understanding of customer service processes and systems.
• Excellent English communication skills, both verbal and written.
• Strong vocabulary, articulation, and comprehension.
• Experience in both voice and non-voice/email support.
• Proficiency in MS Excel for basic reporting and data management.
• Strong problem-solving ability with attention to detail.
• Flexibility to work in rotational shifts.

Preferred Attributes

• Exposure to CRM tools such as Zoho Desk.
• Experience handling both B2C and B2B customers.
• Quick learner with the ability to adapt to changing business requirements.