Customer Support Executive

Intugine Technologies Private Limited; Bengaluru; Remote; INR 300,000 - 420,000; Full time

Job summary

Intugine Technologies Private Limited is hiring a Customer Support Executive (Remote) to be the SPOC for clients, handling queries, complaints and day-to-day support, coordinating with internal teams to resolve issues and ensure smooth service delivery.

You will conduct product training, assist onboarding and implementation at client locations when required, follow up on open issues, generate reports, and identify improvements to minimize recurring queries and boost customer satisfaction.

Qualifications

• Experience in customer support or service roles.
• Excellent written and spoken communication skills.
• Ability to manage multiple client queries effectively.
• Comfort with remote work and using collaboration tools.

Responsibilities

• Be the single point of contact (SPOC) for existing clients, ensuring smooth communication and service delivery.
• Oversee onboarding, training, and implementation of company solutions at client locations when required.
• Address client queries and complaints promptly via email, calls, and messages; coordinate with internal teams for quick resolution.
• Prepare product/service reports by collecting and analyzing client data and feedback.
• Identify improvements to reduce recurring issues and enhance overall customer experience.

Job description

Customer Support Executive (Remote)

Have you ever wondered how the physical goods we consume daily (dairy, snacks, or your favourite choco chip ice cream) reach you in time? Or how elegant furniture, electronic equipment, and gadgets you use are delivered in the best possible condition at your doorstep Their journey spans from getting sourced, manufactured, and stored to getting moved in a highly intricate supply chain network across the globe before it gets delivered. Global brands face the major challenge of not having visibility of their raw materials, which delays production and, in turn, delays customer shipments or tracking shipments across various modalities and multiple geographies. Intugine Technologies is one of the most trusted solution partners catering to global brands. Our best-in-class visibility platform helps brands gain comprehensive visibility over their supply chain across modalities(air/land/sea/rail). Our solutions have helped eliminate operational inefficiencies, reduce logistics costs, improve OTIF, order to delivery TAT, minimise dwell time and detention costs. Intugine is a proud partner of the National Logistics Policy, an initiative by the Government of India. With this, we provide brands with additional information via their integrations with FASTag, Port Community System, and Freight Operations Information System. Today Intugine works with 75+ global enterprises like GE Healthcare, Signify, Flipkart, Mahindra Logistics, Titan, Diageo, Ultratech Cement, Bridgestone, and GMMCO. To know more, visit the website: https://www.intugine.com

Job Overview:

As a Customer Support Executive, you will be the SPOC for clients, handling queries, complaints, and day-to-day support. You will coordinate with internal teams to resolve issues, support client onboarding and implementation, and ensure smooth service delivery. You will also conduct product training, follow up on open issues, and identify ways to improve the overall customer experience.

Key responsibilities:

• Contribute to the company's growth by effectively managing and nurturing client relationships.
• Act as the Single Point of Contact (SPOC) for existing clients, ensuring smooth communication and service delivery.
• Oversee successful onboarding, training, and implementation of company solutions at new client locations.
• Assist clients promptly through email, calls, and messages, ensuring high satisfaction levels.
• Address client complaints by coordinating internally and externally for quick issue resolution.
• Resolve product or service-related problems by identifying the issue, determining the root cause, and recommending the most effective solutions.
• Follow up consistently to ensure complaints are resolved, and clients are satisfied with the outcome.
• Prepare detailed product/service reports by collecting, organizing, and analyzing client information.
• Ensure timely deliveries, replacements, and on-site visits for smooth implementation when required.
• Support team objectives by contributing to tasks and results as needed.
• Generate product improvement ideas to minimize recurring queries and address customer pain points.
• Participate in process innovation and identify more efficient operational approaches.
• Conduct product training sessions for clients via calls to improve product understanding and usage.

Rotational shift timings between 6 AM-3 PM, 10 AM-7 PM, 2 PM-11 PM, and 10 PM-6 AM Experience Level Executive Level