customer service

FusionFly; Vasai-Virar; On-site; INR 300,000 - 600,000; Full time

Job summary

FusionFly in Vasai-Virar is seeking a customer service professional to manage customer inquiries through various platforms. The role emphasizes providing accurate information while resolving complaints and building long-term customer relationships. Candidates should be skilled in maintaining CRM records and collaborating with teams to solve complex issues.

If you are passionate about customer experience and thrive in a dynamic, fast-paced environment, this opportunity is for you. Join FusionFly and help shape the future of customer interactions.

Qualifications

• Ability to manage customer queries professionally and timely.
• Skilled in resolving complaints and fostering customer loyalty.
• Competency in maintaining accurate records in CRM systems.

Responsibilities

• Handle customer queries via phone, chat, email, or messaging platforms.
• Provide accurate information about products and services.
• Resolve customer complaints promptly and empathetically.
• Collaborate with internal teams to address complex issues.

Skills

Customer experience

Resolution skills

Building trust

Job description

About the Opportunity

FusionFly is a fast‑scaling tech‑enabled customer experience platform operating across India, powering seamless, AI‑augmented human interactions for global brands. We blend empathy with automation to deliver next‑gen support experiences—whether it’s resolving complex queries, guiding users through digital journeys, or turning frustrated customers into loyal advocates. Our teams operate in high‑energy, on‑site hubs where every voice matters and every resolution creates impact.

Role Responsibilities

• Handle customer queries via phone, chat, email, or messaging platforms in a timely and professional manner.
• Provide accurate, clear, and helpful information about products, services, policies, and promotions.
• Resolve customer complaints and issues promptly, empathetically, and in alignment with company standards.
• Foster long‑term customer loyalty by building trust and delivering exceptional service experiences.
• Proactively follow up with customers to ensure their concerns have been fully addressed and resolved.
• Collaborate with internal teams (e.g., technical support, billing, operations) to escalate and resolve complex issues efficiently.
• Maintain accurate and up‑to‑date customer records in CRM and other internal systems.
• Manage both inbound and outbound calls with professionalism, adherence to scripts (where applicable), and a customer‑first mindset.
• Analyze customer needs and recommend tailored solutions to enhance satisfaction and retention.
• Consistently meet or exceed performance metrics, including SLAs, first‑contact resolution, and quality assurance benchmarks.

Skills: customer experience, resolve, building trust