Executive-Service

Pointo; Barrackpore; On-site; INR 145,000 - 179,000; Full time

Benefits offered by this job

CRM exposure

Structured learning

Mentoring

Cross-functional collaboration

Hands-on experience

Job summary

Pointo in Barrackpore, India, is seeking a customer service associate to handle inbound calls, follow-ups, and ticket closures. You will provide courteous, timely responses and maintain accurate service records to ensure a positive customer experience.

The role involves coordinating with field engineers and service teams, scheduling visits, and generating daily/weekly performance reports. Fresher candidates are welcome; Hindi proficiency is essential.

Qualifications

• Graduate or currently pursuing graduation in any discipline.
• Freshers encouraged; no mandatory prior experience.
• Internship or customer support experience is an added advantage.
• Excellent communication skills in Hindi.
• Basic communication skills in English.
• Strong interpersonal skills.
• Ability to handle customer queries professionally.
• Willingness to work in a fast-paced service environment.
• Quick learner with a proactive attitude.
• High level of ownership and accountability.

Responsibilities

• Handle inbound customer calls related to service requests, complaints, and general queries.
• Make outbound calls to customers for service follow-ups, feedback, and ticket closure confirmations.
• Provide professional, courteous, and timely responses to customer concerns.
• Maintain a positive customer experience during every interaction.
• Coordinate with Field Service Engineers, Hub Managers, and Service Coordinators regarding service ticket status.
• Ensure timely updates are communicated between customers and internal service teams.
• Monitor open service requests and follow up for prompt resolution.
• Assist in scheduling service visits whenever required.
• Register customer complaints accurately in the CRM or ticketing system.
• Update ticket progress, remarks, and closure details.
• Maintain complete and accurate service records.
• Ensure all customer interactions are documented properly.
• Identify unresolved, delayed, or critical service issues.
• Escalate service‑related concerns to the appropriate stakeholders.
• Follow up until closure while keeping customers informed.
• Maintain daily call logs and service records.
• Prepare daily and weekly reports on calls handled, tickets created, tickets closed, pending service requests, and customer feedback.
• Support MIS reporting and documentation activities.
• Assist the Service Operations team in day‑to‑day administrative tasks.
• Maintain service databases and customer records.
• Support process improvement initiatives to enhance customer satisfaction.
• Perform additional responsibilities assigned by the reporting manager.

Skills

Communication skills

Hindi

English (basic)

Interpersonal skills

Ownership & accountability

Documentation

Education

Graduate or currently pursuing

Tools

CRM software

Job description

ROLE

• Handle inbound customer calls related to service requests, complaints, and general queries.
• Make outbound calls to customers for service follow-ups, feedback, and ticket closure confirmations.
• Provide professional, courteous, and timely responses to customer concerns.
• Maintain a positive customer experience during every interaction.
• Coordinate with Field Service Engineers, Hub Managers, and Service Coordinators regarding service ticket status.
• Ensure timely updates are communicated between customers and internal service teams.
• Monitor open service requests and follow up for prompt resolution.
• Assist in scheduling service visits whenever required.
• Register customer complaints accurately in the CRM or ticketing system.
• Update ticket progress, remarks, and closure details.
• Maintain complete and accurate service records.
• Ensure all customer interactions are documented properly.
• Identify unresolved, delayed, or critical service issues.
• Escalate service‑related concerns to the appropriate stakeholders.
• Follow up until closure while keeping customers informed.
• Maintain daily call logs and service records.
• Prepare daily and weekly reports on calls handled, tickets created, tickets closed, pending service requests, and customer feedback.
• Support MIS reporting and documentation activities.
• Assist the Service Operations team in day‑to‑day administrative tasks.
• Maintain service databases and customer records.
• Support process improvement initiatives to enhance customer satisfaction.
• Perform additional responsibilities assigned by the reporting manager.

REQUIREMENTS

• Graduate or currently pursuing graduation in any discipline.
• Freshers encouraged; no mandatory prior experience.
• Internship or customer support experience is an added advantage.
• Excellent communication skills in Hindi.
• Basic communication skills in English.
• Strong interpersonal skills.
• Ability to handle customer queries professionally.
• Willingness to work in a fast‑paced service environment.
• Quick learner with a proactive attitude.
• High level of ownership and accountability.
• Basic analytical and documentation skills.

BENEFITS

• Monthly salary ₹13,000 – ₹16,000.
• Hands‑on industry experience in Service Operations.
• Structured learning and mentoring.
• Exposure to CRM and operational systems.
• Opportunity to work with cross‑functional teams.