Customer Support /Escalation lead – 4 to 6 Years/ Bangalore

ISOURCE SERVICES; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

A customer service firm in Bengaluru is hiring a Customer Support /Escalation Lead. The ideal candidate will handle customer interactions across various channels while ensuring accurate and professional resolutions. This role requires 4-6 years of experience, excellent communication in English and Hindi, and strong problem-solving skills. The company offers a dynamic work environment aimed at delivering high-quality service.

Qualifications

• Minimum 4–6 years of experience in customer support or a similar role.
• Knowledge of regional languages is an advantage.
• Ability to work under pressure and maintain composure.

Responsibilities

• Handle customer queries and complaints through various channels.
• Provide prompt responses to all customer inquiries.
• Record and maintain detailed notes of customer interactions.

Skills

Excellent verbal and written communication skills in English

Proficient in CRM systems

Strong problem-solving abilities

Flexible working with effective time management

Strong listening skills

Tools

MS Excel

Ticketing tools

Chat software

Job description

Customer Support /Escalation lead – 4 to 6 Years/ Bangalore

Job Title: Customer Support /Escalation lead

iSource Services is hiring for one of their client for the position of Customer Support /Escalation lead.

About the Role: We are looking for a dedicated and proactive Customer Support Executive to join our team. The ideal candidate will be responsible for handling customer interactions across various channels, including chat, incoming/outgoing calls, and emails, while ensuring timely, accurate, and professional resolutions. This role requires excellent communication, empathy, and problem-solving skills to deliver a high-quality customer experience.

Key Responsibilities

• Handle customer queries and complaints through live chat, inbound/outbound calls, and emails.
• Provide prompt, accurate, and courteous responses to all customer inquiries.
• Troubleshoot customer issues and guide them toward appropriate solutions.
• Record and maintain detailed notes of all customer interactions and follow-ups.
• Coordinate with internal teams for faster resolution of customer concerns.
• Maintain a high level of professionalism and empathy during every customer interaction.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Achieve daily/weekly customer service targets such as response time, resolution time, and satisfaction score.

Qualifications

• Minimum 4–6 years of experience in customer support or a similar role (preferably in logistics, transport, or tech-based platforms).
• Excellent verbal and written communication skills in English and Hindi (knowledge of regional languages is an advantage).
• Proficient in CRM systems, ticketing tools, chat software, and MS Excel.
• Strong problem-solving, listening, and multitasking abilities.
• Ability to work under pressure while maintaining composure and delivering quality service.
• Flexible to work with effective time management and accountability.