Customer Support Representative

ProSync Infotech; New Delhi; On-site; INR 201,000 - 335,000; Full time

Job summary

ProSync Infotech Pvt. Ltd. is looking for a proactive Customer Support Executive to manage customer interactions across webinars, educational programs, courses, and Amazon-related services. The role requires a customer-first approach and strong communication to ensure a smooth experience.

You will handle welcome calls, answer queries, coordinate with internal teams, and maintain records to ensure high-quality service for all users.

Qualifications

• Minimum 6 months of experience in customer support, call support, telecalling, or a similar role.
• Excellent verbal communication and interpersonal skills.
• Strong command of English and Hindi.
• Good listening, problem-solving, and query-handling abilities.

Responsibilities

• Make welcome calls to individuals registered for our webinars.
• Introduce customers to the relevant program or service and provide information.
• Understand customer requirements and guide them on next steps.
• Maintain proper records of welcome calls and customer interactions.
• Handle incoming customer queries related to programs, courses, training services, and Amazon services.
• Provide accurate information regarding course details, enrollment processes, and service-related concerns.
• Resolve routine queries promptly and direct complex issues to the appropriate department.
• Coordinate with internal teams to resolve member concerns and track pending requests.

Skills

Customer support

English & Hindi

MS Excel / Google Sheets

Tools

CRM software

MS Excel

Google Sheets

Job description

Job Description – Customer Support Executive

Department: Customer Support / Client Relations / Customer Success

Job Type: On-site/ 6 days working/ Day shift

About the Role

ProSync Infotech Pvt. Ltd. is looking for a proactive, customer-focused, and well-organized Customer Support Executive to manage customer interactions, provide timely assistance, and ensure a smooth customer experience across our webinars, educational programs, courses, and Amazon related services.

Key Responsibilities

• Make welcome calls to individuals who have registered for our webinars.


• Introduce customers to the relevant program, webinar, or service and provide necessary information.


• Understand customer requirements and guide them regarding the next steps.


• Maintain proper records of welcome calls and customer interactions.

2. Customer Queries & General Support

• Handle incoming customer queries related to company programs, courses, training services, and Amazon services.


• Provide accurate information regarding course details, program features, enrollment processes, and service-related concerns.


• Resolve routine queries promptly and direct complex or technical issues to the appropriate department.


• Ensure professional and courteous communication across calls and other customer communication channels.


• Provide dedicated support to Platinum members and address their queries on priority.


• Coordinate with the relevant internal teams to resolve member concerns.


• Track pending requests and ensure timely updates and follow-ups.


• Maintain a high standard of service and customer satisfaction for premium members.


• Maintain and regularly update escalation reports, including pending, ongoing, and resolved queries.


• Identify unresolved or recurring customer issues and elevate them to the relevant team or manager.


• Follow up with the responsible departments to ensure timely resolution.


• Track query status, resolution timelines, and customer feedback.

5. Internal & External Follow-ups

• Conduct regular follow-ups with customers and clients regarding their pending queries, service requests, and concerns.


• Coordinate with internal teams, including operations, course delivery, account management, and other relevant departments, to obtain updates and resolve customer issues.


• Ensure that no customer query remains unattended or unresolved without proper follow-up.


• Maintain clear communication between customers and internal stakeholders until closure.

6. Customer Relationship Management

• Maintain accurate records of calls, customer interactions, complaints, and resolutions.


• Ensure a positive customer experience through professional communication and timely assistance.


• Identify opportunities to improve customer support processes and service quality.


• Maintain confidentiality of customer information and comply with company policies.


• Identify potential leads during welcome calls and customer interactions and transfer them to the relevant sales, counseling, or service team.


• Ensure leads are assigned to the appropriate team member based on the customer's requirements and area of interest.


• Share accurate lead details, customer requirements, and interaction notes with the concerned team.


• Follow up with the internal team to confirm that transferred leads are contacted and appropriately handled.

8.CRM & Software Support

• Handle customer queries related to CRM and other company software services.


• Assist customers with basic software usage and service-related issues.


• Coordinate with the technical team to resolve issues and follow up until closure.


• Maintain records of software-related queries and escalations.

Required Skills

• Minimum 6 months of experience in customer support, call support, telecalling, or a similar customer-facing role is mandatory.


• Excellent verbal communication and interpersonal skills.


• Strong command of English and Hindi.


• Good listening, problem-solving, and query-handling abilities.


• Ability to manage multiple customer queries and follow-ups simultaneously.


• Strong coordination, organizational, and reporting skills.


• Basic proficiency in MS Excel, Google Sheets, email, and customer management tools.


• Patience, a customer-first attitude, and the ability to handle escalations professionally.