Customer Service - Bengali & Marathi Professional

Grassroots BPO Pvt Ltd; Bengaluru; On-site; INR 167,000 - 290,000; Full time

Job summary

Grassroots BPO Pvt Ltd in Bengaluru is seeking 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 coordinate with technical teams to ensure customer satisfaction.

You will need good English and regional-language communication, basic computer skills, and the ability to use CRM systems. Expect rotational shifts and week-offs as part of the schedule.

Qualifications

• PUC or graduation is required.
• Good communication in English and regional language.
• Basic computer knowledge and ability to use CRM systems.
• Strong listening, problem-solving and customer-handling skills.
• Willingness to work in rotational shifts and rotational week-offs.

Responsibilities

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

Skills

Communication skills

Listening skills

Problem-solving

Customer handling

Education

PUC/Graduation

Tools

CRM systems

Job description

Job Summary

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.

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)
• Average Handling Time (AHT)
• Attendance and Schedule Adherence
• Complaint Resolution and SLA Compliance

Work Location

Bangalore

Languages

• English
• Bengali
• Marathi

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.