Customer Success Executive

HomeLane; Bengaluru; On-site; INR 279,000 - 446,400; Full time

Job summary

HomeLane seeks a Customer Support Representative (CSR) in Bengaluru, India. The role involves delivering exemplary customer service by managing queries, providing updates, and collaborating with various teams to ensure satisfaction. Ideal candidates should possess strong communication, problem-solving skills and a customer-first mindset. This position is open to those with 0-3 years of experience in customer support or operations, emphasizing accountability and a willingness to learn.

Qualifications

• Strong verbal and written communication skills are a must.
• Experience in customer support or operations is preferred but not essential.
• Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for customer queries.
• Provide timely updates on project status.
• Coordinate with internal teams for real-time customer updates.
• Log, track and follow up on customer interactions.
• Build trust through transparent communication.

Skills

Strong verbal and written communication skills

Good problem-solving abilities

Coordination abilities

Ability to multitask

Basic proficiency in customer support tools

Customer-first mindset

Job description

Job Description: Customer Support Representative (CSR)

Role Overview

The Customer Support Representative (CSR) is responsible for delivering a seamless customer experience by handling queries, providing timely updates, and supporting issue resolution across the project lifecycle. This role requires strong coordination with internal teams and a proactive approach to ensure customer satisfaction.

Key Responsibilities

• Serve as the first point of contact for customer queries via calls, emails, and chats
• Provide clear, accurate, and timely updates on project status
• Coordinate with cross‑functional teams (design, production, logistics, installation) for real‑time updates
• Log, track, and follow up on all customer interactions and requests
• Identify potential risks or delays and elevate proactively to the concerned teams
• Support escalation handling by ensuring timely routing and follow‑ups
• Maintain professional and empathetic communication with customers
• Ensure all updates and interactions are properly documented in the system

Customer Experience

• Handle customer concerns with empathy, clarity, and ownership
• Ensure quick response times and consistent follow‑ups
• Build trust through transparent and proactive communication

Operational Responsibilities

• Monitor open tickets and ensure timely resolution
• Adhere to defined SOPs and processes
• Highlight process gaps and recurring issues to the manager
• Support the team in improving response quality and turnaround time

Skills & Qualifications

• Strong verbal and written communication skills
• Good problem‑solving and coordination abilities
• Ability to multitask and work in a fast‑paced environment
• Basic proficiency in customer support tools/CRM systems
• High ownership and customer‑first mindset
• First Response Time (FRT)
• Ticket Resolution Time (TAT)
• Customer Satisfaction (CSAT)
• Ticket Closure Efficiency

Additional Notes

Suitable for candidates with 0–3 years of experience in customer support or operations

Requires strong coordination, accountability, and willingness to learn

Plays a critical role in ensuring smooth customer communication and experience