Customer Support Executive

Connectandheal; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Connect and Heal, a Bengaluru-based health-tech company, is seeking a proactive Customer Support Executive to be the first point of contact for customers across multiple channels. You will handle inquiries, provide accurate product information, and resolve issues within defined SLAs, ensuring a positive customer experience.

You will work in-office with rotational shifts, meeting daily performance metrics while coordinating with cross-functional teams to maintain service quality.

Qualifications

• 0–3 years of experience in customer support.
• English and Hindi fluency (verbal and written).
• Strong problem-solving and listening skills.
• Ability to handle high-pressure situations and maintain professionalism.
• Familiarity with CRM software and ticketing tools is a plus.
• Willingness to work in rotational shifts and week-offs.

Responsibilities

• Handle inbound and outbound customer calls, emails, and chat queries.
• Provide accurate information about products/services and resolve issues within defined SLAs.
• Escalate unresolved issues to the appropriate department and follow up until closure.
• Maintain detailed records of customer interactions in the CRM system.
• Coordinate with cross-functional teams to ensure seamless customer experience.
• Meet daily/weekly performance metrics including response time, resolution rate, and customer satisfaction scores.
• Adhere to company policies, shift schedules, and quality standards.

Skills

Customer support

Verbal communication

Written communication

Problem solving

Active listening

High-pressure handling

Tools

CRM software

Ticketing tools

Job description

Connect and Heal is a Bengaluru-based health-tech company that provides end-to-end coordinated care for employees. Founded in November 2016, CNH aims to be the first Health Maintenance Organization in India.

We are one of the very few technology enabled, holistic health-care providers who own her infrastructure and have meaningful influence over the delivery of care through partners. We employ over 800 doctors and paramedics who deliver outpatient care and emergency services across 60 cities in India. We also have a managed network of hundreds of doctors who can consult across 35+ specialties and can converse in almost all Indian regional languages. Over the last 6 years, we have built a preferred network of 6000+ hospitals, specialist clinics, and 3500+ diagnostic centers across India & one of the largest on-demand Ambulance networks in the country with over 4500 ambulances and counting.

Job Title: Customer Support Executive

Work Mode: In-office (6 days a week)

Shift: Rotational Shifts

Week-off: Rotational

About the Role

We are looking for a proactive and empathetic Customer Support Executive to join our team.

You will be the first point of contact for our customers, ensuring prompt, professional, and effective resolution to their queries, complaints, and requests across multiple channels.

Key Responsibilities

• Handle inbound and outbound customer calls, emails, and chat queries.
• Provide accurate information about products/services and resolve issues within defined SLAs.
• Escalate unresolved issues to the appropriate department and follow up until closure.
• Maintain detailed records of customer interactions in the CRM system.
• Coordinate with cross-functional teams to ensure seamless customer experience.
• Meet daily/weekly performance metrics including response time, resolution rate, and customer satisfaction scores.
• Adhere to company policies, shift schedules, and quality standards.

Required Skills & Qualifications

• 0–3 years of experience in customer support (freshers can apply).
• Excellent verbal and written communication skills in English and Hindi.
• Strong problem-solving and listening skills.
• Ability to handle high-pressure situations and maintain professionalism.
• Familiarity with CRM software and ticketing tools is a plus.
• Willingness to work in rotational shifts and week-offs.