Customer Service - Bengali & Marathi

Grassroots BPO Pvt Ltd; Bengaluru; On-site; INR 201,000 - 268,000; Full time

Job summary

Grassroots BPO Pvt Ltd is looking for customer-focused individuals to handle queries and complaints related to broadband and cable TV services. You will troubleshoot basic technical issues, assist with billing and service concerns, and ensure customer satisfaction through timely support.

Register complaints in the CRM, coordinate with technical teams, and provide information on plans, payments, renewals, and service requests.

Qualifications

• PUC or graduation is required.
• Good communication in English and regional language.
• Basic computer knowledge and CRM usage.
• Strong listening, problem-solving and customer-handling abilities.

Responsibilities

• Handle inbound customer calls regarding broadband and cable TV services.
• Assist customers with internet connectivity, signal issues, service interruptions, and billing queries.
• Register complaints and service requests in the CRM system.
• Coordinate with technical and field support teams for issue resolution.
• Provide accurate information about plans, payments, renewals and service requests.
• Follow up on pending complaints and ensure timely resolution.
• Maintain service quality standards and achieve defined performance targets.

Skills

Communication skills

Customer handling

Problem-solving

Listening skills

Education

PUC or Graduation

Tools

CRM systems

Job description

We are looking for customer-focused individuals to handle customer queries and complaints related to broadband and cable TV services. The role involves troubleshooting basic technical issues, resolving billing and service-related concerns, coordinating with technical teams, and ensuring customer satisfaction through timely and effective support.

Key Responsibilities

Handle inbound customer calls regarding broadband and cable TV services.

Assist customers with internet connectivity, signal issues, service interruptions, and billing queries.

Register complaints and service requests in the CRM system.

Coordinate with technical and field support teams for issue resolution.

Provide accurate information about plans, payments, renewals, and service requests.

Follow up on pending complaints and ensure timely resolution.

Maintain service quality standards and achieve defined performance targets.

Skills & Qualifications

PUC or any graduate.

Good communication skills in English and the regional language.

Basic computer knowledge and ability to use CRM systems.

Good listening, problem-solving, and customer-handling skills.

Willingness to work in rotational shifts and rotational week-offs.

Key Performance Indicators (KPIs)

Call Quality Score

Customer Satisfaction (CSAT)

First Call Resolution (FCR)

Attendance and Schedule Adherence

Complaint Resolution and SLA Compliance