Customer Support Executive

Vyapar; Bengaluru; On-site; INR 300,000 - 400,000; Full time

Job summary

Vyapar is seeking a Customer Support Agent to handle inbound calls, ensuring prompt resolution of customer concerns while promoting relevant products.

Agents will work 6 days a week in a rotational shift schedule and must demonstrate strong communication and problem-solving skills. A mandatory training program of 7–10 days will be conducted for candidates post-selection.

Qualifications

• Experience in customer support or related field is preferred.
• Ability to work effectively under pressure.
• Demonstrated teamwork and professional conduct.

Responsibilities

• Handle inbound customer calls promptly and professionally.
• Resolve customer concerns within defined timelines.
• Document all call details accurately in the CRM system.

Skills

Strong communication skills

Problem-solving skills

Time management

Job description

We are a technology and innovation company in the fintech space, delivering business accounting software to Micro, Small & Medium Enterprises (MSMEs). With more than Five Million customers across 140 countries, we are one of the fastest growing companies in this space. We take the complexity out of invoicing, inventory management & accounting, making it so simple that small businesses can spend less time on manual bookkeeping and spend more time focusing on areas of business that matter.

Overview

The Customer Support Agent is responsible for managing all incoming customer calls, ensuring prompt and effective resolution of customer concerns while maintaining service quality. Additionally, agents must identify and act upon sales or lead‑generation opportunities that arise during interactions.

Key Responsibilities

• Handle inbound customer calls promptly and professionally.
• Understand and resolve customer concerns effectively within defined timelines.
• Ensure high customer satisfaction through clear communication and quality service.
• Identify potential sales or lead‑generation opportunities during customer interactions.
• Promote relevant products or services and fulfill sales requirements when applicable.
• Document all call details, actions taken, and resolutions accurately in the CRM system.
• Adhere to all process guidelines, quality standards, and compliance requirements.
• Collaborate with team members and supervisors to improve overall service delivery.

Work Schedule

• Working Days: 6 days a week (Fixed Sunday working).
• Shifts: Rotational shifts as per business requirements.

Key Performance Indicators (KPIs)

• First Call Resolution (FCR)
• Customer Satisfaction Score (CSAT)
• Quality Audit Score
• Lead Conversion Rate
• Adherence & Attendance
• Maintain a customer‑first attitude at all times.
• Display strong communication and problem‑solving skills.
• Work effectively under pressure and manage time efficiently.
• Demonstrate teamwork and professional conduct in all interactions.

Note – Post selection, candidates will have to undergo the Vyapar Training Program for 7–10 days and only candidates that qualify the training program will receive an offer to join the organization.

Other Mandates

Office‑based work, regular use of computer systems and communication tools. Weekly 6 days work.