Customer Support Senior Officer

Knoxed Infotech Pvt Limited; Pune District; On-site; INR 279,000 - 391,000; Full time

Job summary

Knoxed Infotech Pvt. Ltd. in Pune seeks a Customer Support Senior Officer to manage end-to-end customer inquiries, coordinate with internal teams, and drive process improvements with AI tools.

The role requires excellent English communication, strong email etiquette, and hands-on experience with AI and CLI-based workflows to enhance ticket handling and customer satisfaction. Office hours are Mon–Fri, 11:30 AM–8:30 PM.

Qualifications

• Excellent English communication, both spoken and written.
• Strong email etiquette and professional correspondence.
• Effective problem-solving skills.
• Strong coordination and managerial abilities.
• Experience in order management and customer support.
• Proven use of AI tools (ChatGPT/Claude) and CLI workflows to streamline support.

Responsibilities

• Update product specifications and ensure accuracy.
• Process documentation efficiently.
• Respond to technical customer emails regarding website transactions.
• Address customer inquiries with a customer-first approach.
• Write clear emails that lead to resolution and satisfaction.
• Maintain professional company image in customer interactions.
• Coordinate with internal teams via written communication and calls.
• Collaborate with leadership to set marketing budgets and objectives.
• Coordinate with Warehouse, Sales, and Procurement for smooth operations.
• Manage end-to-end order processing and tracking shipment status.
• Handle disputes, cases, and escalations with timely resolution.
• Use AI tools and CLI workflows to automate support tasks and reporting.
• Develop CLI-based improvements for support workflows and documentation.

Skills

Excellent English communication

Email etiquette

Problem solving

Coordination abilities

Order management

AI tools familiarity

CLI-based workflows

Education

Graduation in a relevant field

Tools

ChatGPT

Claude

CLI tools

Job description

Customer Support Senior Officer

Office Timings: Monday – Friday, 11:30 AM – 08:30 PM

Candidate Preference: Male candidates will be preferred for this position.

Key Responsibilities:

• Update product specifications and ensure accuracy.


• Process documentation efficiently.


• Respond to technical-related emails from customers regarding website transactions.


• Address customer inquiries promptly with a customer-first approach.


• Write clear and effective emails that lead to resolution and customer satisfaction.


• Maintain attention to detail in customer interactions to uphold a professional company image.


• Coordinate with internal teams via written communication and calls.


• Demonstrate a flexible attitude and the ability to work effectively in a team.


• Conduct regular health checks of multiple seller accounts and manage training programs.


• Collaborate with company leadership to set marketing budgets and objectives.


• Coordinate with different departments such as Warehouse, Sales, and Procurement to ensure smooth operations.


• Manage end-to-end order processing and order management activities.


• Track customer orders and provide timely updates regarding shipment and delivery status.


• Handle customer queries, concerns, and support requests effectively.


• Manage disputes, cases, and escalations while ensuring timely resolution and customer satisfaction.


• Use AI tools and CLI workflows to automate repetitive support tasks, improve ticket handling and reporting, and maintain accurate CS documentation.


• Develop and maintain CLI-based improvements for customer support workflows, including ticket triage, order follow-ups, documentation, and reporting.

Mandatory Skill Sets:

• Excellent English communication skills, both spoken and written.


• Strong email etiquette with the ability to write clear, concise, and professional emails.


• Effective problem-solving skills.


• Strong managerial and coordination abilities.


• Ability to handle order management, customer support, and cross-functional coordination efficiently.


• Proven experience using AI tools such as ChatGPT and Claude, along with CLI-based tools, to streamline end-to-end customer support workflows, documentation, and reporting.

Educational Qualification:

Graduation in a relevant field.

AI Tools & Ways of Working

This role requires a working understanding of modern AI tools, including ChatGPT and Claude. We expect everyone at Knoxed to use AI agents as part of their daily work.

Salary

INR 25,000 to INR 35,000 per month

KNOXED INFOTECH PVT. LTD.

CIN: U72900PN2015PTC154372

Solitaire Business Hub, Core - B, Office No. B-5040, 5th Floor, Sr. No. 207, Opp. Neco Garden Society, Viman Nagar, Pune – 411014

Telephone: [phone]

Web: www.knoxed.in | Email: [e-mail]