Customer Support Executive

Emagn Solutions Pvt. Ltd.; Sector 10; On-site; INR 250,000 - 400,000; Full time

Job summary

Emagn Solutions Private Limited is seeking a Customer Support Executive fluent in Hindi and English to join our team in India. You will professionally handle customer queries, complaints, service requests and escalations, while maintaining accuracy in records and ensuring customer satisfaction.

We expect 3–4 years of experience in customer support or after-sales service, strong communication skills in both languages, and the ability to work with daily targets.

Qualifications

• 3–4 years of experience in customer support, call centre, or after-sales service.
• Excellent verbal and written communication in Hindi and English.
• Strong customer-handling and complaint-resolution skills.
• Ability to handle difficult customers with patience and professionalism.
• Good listening, problem-solving, and follow-up skills.
• Basic knowledge of MS Excel, email communication, CRM, or complaint-management software.

Responsibilities

• Handle inbound and outbound customer calls professionally.
• Communicate effectively with customers in Hindi and English.
• Understand customer concerns and provide accurate solutions.
• Register product complaints, service requests, installation requests, and warranty-related cases.
• Handle angry or dissatisfied customers calmly and professionally.
• Resolve customer queries on the first call whenever possible.
• Coordinate with service centres, technicians, and internal teams for timely resolution.
• Follow up on pending complaints until final closure.
• Maintain complete and accurate customer interaction records.
• Update complaint status, follow-up dates, pending reasons, and remarks in the system.
• Respond to customer emails and online queries within the defined timeline.
• Escalate critical or unresolved cases to the concerned department.
• Ensure complaints are resolved within the defined TAT.
• Collect customer feedback after complaint resolution.
• Maintain high customer satisfaction and service quality.

Skills

Customer Support

Hindi Communication

English Communication

Call Handling

Complaint Handling

Escalation Management

After-Sales Service

Email Support

CRM

Customer Follow-up

Service Coordination

TAT Management

MS Excel

Tools

CRM

Complaint Management Software

Job description

Customer Support Executive Hindi & English

Company: Emagn Solutions Private Limited

Number of Vacancies: 5

Experience Required: 3–4 Years

Employment Type: Full-Time

Job Summary

We are looking for experienced Customer Support Executives with excellent communication skills in both Hindi and English. The candidate should be confident, patient, customer-focused, and capable of professionally handling customer queries, complaints, service requests, and escalations.

Key Responsibilities

• Handle inbound and outbound customer calls professionally.
• Communicate effectively with customers in Hindi and English.
• Understand customer concerns and provide accurate solutions.
• Register product complaints, service requests, installation requests, and warranty-related cases.
• Handle angry or dissatisfied customers calmly and professionally.
• Resolve customer queries on the first call whenever possible.
• Coordinate with service centres, technicians, and internal teams for timely resolution.
• Follow up on pending complaints until final closure.
• Maintain complete and accurate customer interaction records.
• Update complaint status, follow-up dates, pending reasons, and remarks in the system.
• Respond to customer emails and online queries within the defined timeline.
• Escalate critical or unresolved cases to the concerned department.
• Ensure complaints are resolved within the defined TAT.
• Collect customer feedback after complaint resolution.
• Maintain high customer satisfaction and service quality.

Candidate Requirements

• Minimum 3–4 years of experience in customer support, call centre, or after-sales service.
• Excellent verbal and written communication skills in Hindi and English.
• Strong customer-handling and complaint-resolution skills.
• Ability to handle difficult customers with patience and professionalism.
• Good listening, problem-solving, and follow-up skills.
• Basic knowledge of MS Excel, email communication, CRM, or complaint-management software.
• Candidates with experience in consumer electronics, home appliances, e-commerce, or after-sales service will be preferred.
• Must be responsible, disciplined, and comfortable working with daily targets and performance metrics.

Key Skills

Customer Support, Customer Service, Inbound Calls, Outbound Calls, Hindi Communication, English Communication, Complaint Handling, Escalation Management, After-Sales Service, Email Support, CRM, Customer Follow-up, Service Coordination, TAT Management, and Customer Satisfaction.

Preferred Candidate Profile

We are looking for candidates who can take complete ownership of customer cases, communicate confidently, follow up regularly, and ensure satisfactory resolution without unnecessary delays.