Customer Support Executive

Shadowfax Technologies; Bengaluru; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Shadowfax Technologies in Bengaluru, India is seeking an experienced customer support professional to handle queries across channels and maintain records. This role focuses on delivering prompt resolutions and coordinating with internal teams to ensure smooth service delivery.

The ideal candidate has 13+ years in customer support (D2C/on-demand/hyperlocal), fluent in English and Hindi, with hands-on experience in CRM and cloud telephony tools such as Exotel, Knowlarity, or Ozonetel, and

Qualifications

• 13 years of experience in customer support, ideally in D2C, on-demand services, hyperlocal, or beauty/wellness.
• Fluent in English and Hindi.
• Hands-on experience with CRM / cloud telephony tools like Exotel, Knowlarity, Ozonetel, or equivalent.
• Familiarity with ticketing systems like Zoho Desk, Freshdesk, Zendesk, or similar.
• Ability to multitask across calls, chats, and ticket queues simultaneously.

Responsibilities

• Handle customer queries and complaints across multiple channels.
• Resolve issues promptly and ensure customer satisfaction.
• Coordinate with internal teams to ensure smooth service delivery.
• Capture and share customer feedback to drive experience improvements.
• Maintain accurate records of every interaction.
• Meet defined quality and performance benchmarks.

Skills

Customer support experience

English

Hindi

Multitasking

Tools

Exotel

Knowlarity

Ozonetel

Zoho Desk

Freshdesk

Zendesk

Job description

Key Responsibilities

1. Handle customer queries and complaints across multiple channels.


2. Resolve issues promptly and ensure customer satisfaction.


3. Coordinate with internal teams to ensure smooth service delivery.


4. Capture and share customer feedback to drive experience improvements.


5. Maintain accurate records of every interaction.


6. Meet defined quality and performance benchmarks.

Required Skills & Tools

1. 13 years of experience in customer support, ideally in D2C, on-demand services, hyperlocal, or beauty/wellness.


2. Fluent in English and Hindi


3. Hands-on experience with any CRM / cloud telephony tools like Exotel, Knowlarity, Ozonetel, or equivalent


4. Familiarity with ticketing systems like Zoho Desk, Freshdesk, Zendesk, or similar


5. Ability to multitask across calls, chats, and ticket queues simultaneously