Customer Support Executive - Calls & Chat

Firstclub; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Firstclub is seeking a Customer Support Executive to handle customer queries via voice calls and chat, delivering accurate information and empathetic service. You will resolve issues, document interactions in the CRM, and adhere to SOPs while maintaining high-quality customer care.

The role requires excellent English communication, a patient attitude, the ability to multitask across calls, chats, and CRM tools, and willingness to work in rotational shifts. Bengaluru-based.

Qualifications

• Excellent verbal and written communication skills.
• Good command of English; knowledge of additional regional languages is a plus.
• Strong listening, comprehension, and problem-solving abilities.
• Customer-service oriented with patience and empathy.

Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer queries through live chat and provide timely resolutions.
• Understand customer concerns, troubleshoot issues, and provide solutions.
• Document customer interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate department or supervisor.
• Meet defined performance metrics such as AHT, CSAT, FCR, response time, productivity, and quality scores.
• Follow SOPs and data privacy guidelines.

Skills

Excellent verbal and written comm.

English proficiency

Active listening

Customer-service attitude

Multitasking (calls/chats/CRM)

Typing speed for chat

Tools

CRM/ticketing tools

MS Office

Job description

Role Overview

We are looking for a customer-focused and communication-oriented Customer Support Executive to handle customer queries through voice calls and chat support. The candidate will be responsible for providing accurate information, resolving customer issues, maintaining service quality, and ensuring a positive customer experience.

Key Responsibilities

• Handle inbound and/or outbound customer calls professionally and efficiently.
• Respond to customer queries through live chat and provide timely resolutions.
• Understand customer concerns, troubleshoot issues, and provide appropriate solutions.
• Maintain a polite, professional, and empathetic approach during customer interactions.
• Follow defined Standard Operating Procedures (SOPs), processes, and quality guidelines.
• Accurately document customer interactions, complaints, and resolutions in the CRM/ticketing system.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Meet defined performance metrics such as AHT, CSAT, FCR, response time, productivity, and quality scores.
• Maintain accurate customer information and follow data privacy and security procedures.
• Follow the prescribed call/chat scripts and communication guidelines where applicable.
• Identify recurring customer issues and share feedback with the relevant teams.
• Participate in training, coaching, quality audits, and performance-improvement activities.
• Maintain professional conduct and adhere to company policies and attendance requirements.

Required Skills

• Excellent verbal and written communication skills.
• Good command of English; knowledge of additional regional languages is an advantage.
• Strong listening, comprehension, and problem-solving abilities.
• Customer-service-oriented attitude with patience and empathy.
• Ability to multitask while handling calls, chats, and CRM systems.
• Basic computer knowledge and familiarity with MS Office/CRM/ticketing tools.
• Ability to work under pressure and meet performance targets.
• Good typing speed and accuracy for chat support.

Experience

• 1+ years of experience in customer service, BPO, call center, voice process, chat support, or a related field.
• Freshers with good communication skills may also be considered.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Quality Score
• Response/Resolution Time
• Productivity and adherence
• Attendance and schedule adherence

Work Requirements

• Willingness to work in rotational shifts, including weekends/holidays, depending on business requirements.
• Comfortable working in a target-driven and customer-focused environment.
• Candidates should be comfortable handling both voice and non-voice/chat processes.

Preferred Candidate Profile

The ideal candidate should be customer-oriented, patient, articulate, and solution-focused, with the ability to handle different types of customers professionally. Strong communication skills and a willingness to learn are essential for success in this role.