Customer Support Associate

One97 Communications Limited; Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

One97 Communications Limited in Mumbai is seeking a dynamic CST Associate. This role involves managing customer interactions through voice and non-voice channels, ensuring customer satisfaction, and troubleshooting issues. Ideal candidates should possess 2–4 years of experience in customer service, excellent communication skills, and the ability to multitask effectively. Familiarity with CRM tools and experience with AI is preferred. The role requires working rotational shifts, contributing to a fast-paced environment.

Qualifications

• 2–4 years of experience in voice and non-voice customer service.
• Manage multiple chats/emails/calls simultaneously.
• Strong problem-solving abilities and ability to multitask efficiently.

Responsibilities

• Handle inbound and outbound customer calls.
• Respond to customer queries via email, chat, and other digital platforms.
• Provide accurate information on products, services, and policies.
• Troubleshoot issues and elevate when required.
• Maintain professionalism and ensure customer satisfaction.

Skills

Customer service experience

Excellent communication skills

Problem-solving abilities

Multitasking

Familiarity with CRM tools

Teamwork skills

Job description

We are looking for a dynamic CST Associate for a blend of voice and non‑voice processes. The role involves handling customer interactions across multiple communication channels.

Key Responsibilities

• Handle inbound and outbound customer calls.
• Respond to customer queries via email, chat, and other digital platforms.
• Provide accurate information on products, services, and policies.
• Troubleshoot issues and elevate when required.
• Maintain professionalism and ensure customer satisfaction.
• Document interactions and follow up as needed.
• Collaborate with internal teams to improve service quality.
• Meet KPIs and SLA targets.
• Adhere to company policies and processes.

Skills & Qualifications

• 2–4 years of experience in voice and non‑voice customer service.
• Manage multiple chats/emails/calls simultaneously.
• Excellent communication skills in English (written and verbal).
• Strong problem‑solving abilities.
• Ability to multitask efficiently.
• Familiarity with CRM tools is an advantage.
• Comfortable working in a fast‑paced environment.
• Willingness to work rotational shifts (6 days/week).
• Good interpersonal and teamwork skills.
• Candidates with hands‑on experience with AI tools would be preferred.