Customer Support Executive15 days ago

Onsitego; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Onsitego is seeking an experienced Customer Excellence professional to manage high volumes of calls, emails and chats for our India-based services. You will identify customer needs, provide accurate solutions, and build lasting relationships through active listening and clear communication.

Candidates should have 1+ years of experience in customer support, BPO/KPO exposure, and Graduate level education. Flexibility in shifts is required to align with business needs.

Qualifications

• Excellent written and verbal communication skills with experience handling calls, emails and chats.
• Strong customer service focus with problem solving.
• Prior experience in BPO/KPO environment is essential.
• Willingness to adapt to a flexible shift schedule.

Responsibilities

• Handle large volumes of calls, emails and chats efficiently.
• Resolve customer complaints and follow up to ensure complete satisfaction.
• Identify customer needs and provide accurate information and solutions.
• Build trust with customers through proactive and respectful communication.
• Escalate complex issues to the appropriate team per policy.
• Maintain performance metrics and contribute to KPI targets.
• Follow established procedures, guidelines and policies in all interactions.

Skills

Communication

Blended process

BPO/KPO

Flexible schedule

Education

Graduate

Job description

Company Overview

Onsitego is India’s #1 device care company and leading after‑sales service provider. We offer Extended Warranty, Damage Protection, AMC Plans and On‑Demand Repair Services for Home appliances and digital services. We have been in the device protection business since 2010 and have served more than 80 lakh customers across Pan‑India. We cover all electronic devices and home appliances. Our plans are widely available across retail stores like Croma, Vijay sales and online marketplaces.

We are driven by the mission to consistently deliver 'WOW' experiences to customers. Our customer obsession allows us to have the highest Net Promoter Score (NPS) globally in after‑sales services. Our hassle‑free & reliable services are widely available across electronic stores and online marketplaces. We invite the brightest minds to join us in this journey that helps improve the lives of millions of device users across the country.

Website: www.onsitego.com

Job Purpose

We are looking for an experienced Customer Excellence professional for managing large volume of incoming calls, emails and chats.

Responsibilities

• Manage large volume of calls, emails and chats.
• Handle customer complaints, provide solutions and follow up to ensure resolution.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate and complete information using the right methods and tools.
• Engage customers, practice active listening, confirm or clarify information, and diffuse angry clients as needed.
• Maintain contact center metrics and deliver excellent consistent customer service.
• Escalate appropriate calls to the Escalations team as per defined standards and protocol.
• Follow communication procedures, guidelines and policies.
• Deliver performance metrics as per KPI’s.

Desired Candidate Profile

• Excellent written and verbal communication skills with relevant experience in blended process of calls, emails and chats.
• Excellent customer service skills, maintaining focus on customer issues.
• BPO/KPO experience is must.
• Flexible with the working schedule.

Experience

1+ years

Qualification

Graduate