Customer Support Executive – Malayalam and English Assistance

The Elite Job; Thiruvananthapuram; Presencial; INR 300 000 - 420 000; Tempo integral

Resumo da oferta

The Elite Job is seeking a customer-focused, enthusiastic, and reliable Customer Support Executive fluent in Malayalam and English to join the customer service team. You will assist customers with product and account questions, order updates, billing inquiries, and technical concerns via phone, email, live chat, and other approved channels.

Ideal candidates will have strong bilingual communication skills, a patient attitude, and attention to detail.

Qualificações

• Freshers are welcome to apply, subject to the employer's eligibility criteria.
• Prior experience in customer support or call centers is advantageous.
• Ability to communicate in Malayalam and English clearly and politely.

Responsabilidades

• Respond to customer inquiries in Malayalam and English via phone, email, chat, and other channels.
• Identify root causes and provide accurate, timely solutions.
• Explain product features, policies, and account information clearly.
• Assist with order status, billing inquiries, and service requests.
• Document interactions and follow up to ensure resolution and satisfaction.
• Escalate complex cases to supervisors when needed.
• Maintain professional, empathetic communication and customer focus.
• Collaborate with colleagues to improve response times and service delivery.

Conhecimentos

Communication

Bilingual Malayalam-English

Customer service

Active listening

Documentation

Formação académica

Higher secondary (10+2)

Ferramentas

CRM platforms

Ticketing systems

Email/Chat tools

Descrição da oferta de emprego

Job Summary

The Elite Job is seeking a customer-focused, enthusiastic, and reliable Customer Support Executive – Malayalam and English Assistance to join our customer service team. This role is ideal for individuals who are fluent in Malayalam and English and enjoy helping customers, resolving concerns, and delivering a positive service experience.

The selected candidate will serve as a key point of contact for customers who require assistance with products, services, account-related questions, order updates, billing inquiries, technical concerns, and general support requests. The executive will communicate with customers through phone calls, emails, live chat, and other approved communication channels, ensuring that every interaction is professional, friendly, and solution-oriented.

The ideal candidate should possess strong communication skills in both Malayalam and English, a patient attitude, attention to detail, and the ability to understand customer needs. Freshers with the right attitude and willingness to learn are encouraged to apply, as training may be provided based on business requirements.

This position offers an opportunity to develop valuable professional skills, gain practical experience in customer service, and build a long-term career in customer relationship management and support operations.

Key Responsibilities

• Customer Communication: Respond to customer inquiries in Malayalam and English through phone calls, emails, live chat, and other designated support channels.
• Issue Resolution: Understand customer concerns, identify the root cause of problems, and provide accurate, timely, and appropriate solutions.
• Product and Service Assistance: Explain product features, service procedures, policies, and account-related information in a clear and easy-to-understand manner.
• Order and Delivery Support: Assist customers with order status, delivery updates, cancellations, returns, exchanges, and other applicable service requests.
• Account and Billing Support: Help customers with general account inquiries, payment-related questions, invoice clarification, and billing concerns within the scope of company policies.
• Complaint Management: Handle customer complaints professionally, remain calm during difficult conversations, and work toward satisfactory resolutions.
• Bilingual Communication: Switch confidently between Malayalam and English depending on the customers language preference and communication needs.
• Customer Follow-Up: Follow up on pending requests, coordinate with relevant departments, and ensure that unresolved issues receive appropriate attention.
• Accurate Documentation: Record customer interactions, inquiries, complaints, resolutions, and follow-up requirements in the designated customer relationship management (CRM) system.
• Service Quality: Maintain professional communication standards, demonstrate empathy, and contribute to customer satisfaction and retention.
• Escalation Management: Escalate complex, sensitive, or unresolved cases to the appropriate supervisor or specialist team.
• Policy Compliance: Follow company procedures, data protection requirements, confidentiality standards, and customer service guidelines.
• Team Collaboration: Work closely with colleagues, supervisors, and other departments to improve response times and service delivery.
• Performance Monitoring: Meet applicable service quality standards, productivity expectations, response-time targets, and customer satisfaction goals.
• Continuous Learning: Participate in training sessions, product updates, coaching activities, and performance reviews to strengthen professional capabilities.

Required Skills and Qualifications

Educational Qualifications

A minimum of a higher secondary qualification (10+2) is preferred; graduates may also apply.

Candidates from any academic background may be considered, depending on the roles requirements.

Basic computer knowledge and familiarity with digital communication tools are desirable.

Additional customer service or communication training is an advantage but is not mandatory.

Language Requirements

• Good verbal communication skills in Malayalam.
• Good working proficiency in English, including the ability to understand customer inquiries and explain solutions clearly.
• Ability to communicate politely, professionally, and confidently in both languages.
• Basic English writing skills for emails, chat responses, and customer records.
• Ability to understand different communication styles and explain information in simple language.

Technical Skills

• Basic knowledge of computers, internet browsing, email, and office applications.
• Ability to navigate customer support platforms and CRM tools after training.
• Comfortable using chat applications, online ticketing systems, and digital communication channels.
• Ability to enter customer information accurately and maintain organized records.
• Willingness to learn new software, support systems, and internal processes.

Personal and Professional Skills

• Excellent listening and interpersonal communication skills.
• Strong customer service orientation and a helpful attitude.
• Patience and empathy when dealing with customer concerns.
• Problem-solving and decision-making abilities.
• Good time management and organizational skills.
• Attention to detail and accuracy.
• Ability to work independently and collaboratively.
• Adaptability when handling different types of customer inquiries.
• Professional behavior, reliability, and a willingness to learn.
• Ability to maintain confidentiality and handle customer information responsibly.

Experience

Freshers are welcome to apply, subject to the employers eligibility criteria.

Previous experience in customer support, customer service, call centers, BPO operations, retail support, or client relationship management is an advantage.

Candidates with experience in Malayalam and English bilingual support will be preferred where relevant.

Experience handling inbound or outbound calls, email support, live chat, or customer complaint resolution is beneficial.

Familiarity with CRM systems, ticketing platforms, and customer service performance metrics is desirable but not essential for entry-level candidates.

Candidates without prior work experience should demonstrate a positive attitude, good communication skills, and a willingness to participate in training.

Working Hours

Employment may be available on a full-time basis, depending on operational requirements.

Part-time opportunities may be considered if offered for the specific vacancy.

Working schedules may include day shifts, evening shifts, rotational shifts, or weekend coverage, depending on customer support requirements.

Candidates should be willing to follow the assigned schedule and attend training sessions as required.

Remote, hybrid, or office-based work arrangements will depend on the specific position and the employers operational policies.

For remote positions, candidates should have a reliable internet connection, a suitable work environment, and the required computer equipment.

Breaks, weekly offs, leave entitlements, and overtime arrangements will be governed by the applicable employment policy.

Note: The exact shift timings, work location, employment type, and remote-work availability should be confirmed in the official vacancy announcement.

Knowledge, Skills, and Abilities

Knowledge

Understanding of basic customer service principles and professional communication practices.

Awareness of customer satisfaction, service quality, and complaint-handling procedures.

Basic understanding of email etiquette and online communication standards.

Willingness to learn company products, services, policies, and operating procedures.

Awareness of the importance of customer privacy and responsible information handling.

Skills

• Clear and effective communication in Malayalam and English.
• Active listening and the ability to identify the main concern behind a customers inquiry.
• Ability to explain procedures, instructions, and solutions in simple language.
• Effective written communication for email and chat support.
• Ability to document customer interactions accurately.
• Time management and task prioritization.
• Conflict management and professional complaint handling.
• Ability to use computers and learn new digital tools efficiently.

Abilities

• Ability to handle multiple customer requests while maintaining service quality.
• Ability to remain calm, respectful, and professional under pressure.