Customer Service Executive - Mumbai

Firstmeridian Global Services; Navi Mumbai, Mumbai; On-site; INR 240,000 - 360,000; Full time

Job summary

Mosaic Wellness in Navi Mumbai is seeking a Customer Support Executive to deliver an exceptional experience across chat and voice channels. This blended role prioritizes live chat with occasional inbound/outbound calls, requiring strong written communication and the ability to resolve customer concerns quickly while maintaining high satisfaction.

The ideal candidate has at least 1 year of experience in customer support, hands-on live chat, and is comfortable with CRM tools.

Qualifications

• Minimum 1 year of experience in customer support or customer service.
• Prior experience in live chat support is mandatory.
• Graduation is required and willingness to work in rotational shifts.

Responsibilities

• Handle customer queries primarily through live chat support.
• Provide timely and accurate resolutions to customer concerns.
• Manage inbound and outbound customer calls when required.
• Ensure professional and empathetic communication across channels.
• Coordinate with internal teams for issue resolution and escalations.
• Maintain customer records and update CRM/ticketing systems accurately.
• Achieve individual and team KPIs including response time, CSAT, and resolution metrics.
• Deliver a seamless customer experience aligned with company standards.

Skills

Customer support

Live chat support

Blended process

Written communication

Verbal communication

Problem solving

Multitasking

CRM tools

Shift flexibility

Education

Graduation

Tools

CRM tools

Job description

URGENT HIRING For Chat Process

About the Role

Mosaic Wellness is looking for a Customer Support Executive to deliver an excellent customer experience across chat and voice channels. This is a blended support role with a major focus on live chat support and occasional inbound/outbound calling responsibilities.

The ideal candidate should have prior experience in customer support, strong written communication skills, and the ability to resolve customer concerns efficiently while maintaining high customer satisfaction standards.

Key Responsibilities

• Handle customer queries primarily through live chat support.
• Provide timely and accurate resolutions to customer concerns.
• Manage inbound and outbound customer calls when required.
• Ensure professional and empathetic communication across all channels.
• Coordinate with internal teams for issue resolution and escalations.
• Maintain customer records and update CRM/ticketing systems accurately.
• Achieve individual and team KPIs including response time, CSAT, and resolution metrics.
• Deliver a seamless customer experience aligned with company standards.

Required Skills & Qualifications

• Minimum 1 years of experience in Customer Support / Customer Service.
• Prior experience in Live Chat Support is mandatory.
• Experience in a Blended Process (Chat + Voice) preferred.
• Excellent written and verbal communication skills.
• Strong problem-solving and multitasking abilities.
• Comfortable handling customer interactions in a fast-paced environment.
• Basic knowledge of CRM tools and support platforms is an advantage.
• Flexible to work in rotational shifts if required.
• Graduation is required.