Customer Support Representative-Surat/Indore/Bhopal

HomeLane; Bhopal; On-site; INR 480,000 - 600,000; Full time

Job summary

HomeLane is seeking a Customer Success/Account Manager to guide clients from design handover through project completion, ensuring seamless experiences that sustain high CSAT and NPS scores. You will act as the primary point of contact and coordinate across teams.

This role requires strong communication, empathy, and data-savvy analysis; duties include handling escalations, site visits, and facilitating milestone-based payments while maintaining positive relationships.

Qualifications

• Bachelor's degree in any field; MBA or related certification is a plus.
• 1–3 years in customer success, account management, or support roles, preferably in home services, real estate, or e-commerce.
• Proficient in email, calls, CRM tools (e.g., Zendesk, Salesforce), and ticket management.
• Comfortable with in-person customer meetings, occasional site visits, and cross-functional coordination.
• Data-savvy with experience in CSAT/NPS tracking, sentiment analysis, and basic analytics (Google Sheets/Excel).
• Empathy-driven, organized, and resilient in a fast-paced environment.

Responsibilities

• Manage customer conversations from design handover to project completion and handover.
• Be primary contact, address queries, resolve issues, and gather feedback.
• Manage escalations and tickets from customers and internal teams.
• Coordinate with Sales, Design, PM, and Operations for timelines and updates.
• Collect outstanding payments based on milestones while maintaining relationships.
• Monitor customer sentiment and perform proactive outreach to improve CSAT/NPS.
• Meet customers in-studio/store for consultations and occasional site visits.
• Track customer health indicators and contribute to CSAT/NPS reporting.

Skills

Communication

CRM tools

Ticket management

Cross-functional coordination

Customer feedback

Education

Bachelor's degree

MBA

Customer Experience cert

Tools

Zendesk

Salesforce

Job description

Key Responsibilities:

• Manage customer conversations across the entire journey—from design handover to project completion and handover—ensuring seamless experiences that maintain high CSAT and NPS scores.
• Act as the primary point of contact for customers, proactively addressing queries, resolving issues, and gathering feedback to uphold satisfaction metrics.
• Manage escalations and tickets from both customers (external) and internal teams, prioritizing and resolving them efficiently.
• Coordinate with internal stakeholders including Sales, Design, Project Management, and Operations teams to align on timelines, updates, and resolutions.
• Collect outstanding payments timely, based on project milestones and completion stages, while maintaining positive customer relationships.
• Monitor and manage customer sentiment throughout the experience, using proactive outreach to turn potential negatives into positives.
• Meet customers in-studio/store for consultations and occasional site visits to ensure on-ground satisfaction and issue resolution.
• Track customer health indicators, identify risks early, and contribute to CSAT/NPS reporting.

Requirements :

• Bachelor's degree in any field; MBA or relevant certification in Customer Experience/Success is a plus.
• 1-3 years of experience in customer success, account management, or support roles, preferably in home services, real estate, or e-commerce.
• Strong communication skills with proficiency in email, calls, CRM tools (e.g., Zendesk, Salesforce), and ticket management systems.
• Comfortable with in-person customer meetings, occasional site visits, and cross-functional coordination.
• Data-savvy with experience in CSAT/NPS tracking, sentiment analysis, and basic analytics (Google Sheets/Excel).
• Empathy-driven, organized, and resilient in a fast-paced environment.