For CMM5 Level client Trust & Safety (Koramangala ,Bengaluru)

Staffing Services; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Job summary

Staffing Services in Bengaluru is seeking a Customer Support Associate to review, classify and remove content according to client guidelines using specialized tools. You will engage with customers via live chat across platforms and respond professionally to inquiries.

You will stay updated on client policies, troubleshoot technical issues, assist with orders and product information, and escalate complex cases when needed.

Qualifications

Responsibilities

• Review, classify and remove content per client guidelines using specified tools.
• Stay updated on changing client policies and guidelines.
• Investigate, resolve, and relay complex content issues to the Trust and Safety team.
• Provide live chat support to customers across platforms.
• Respond promptly to customer inquiries.
• Troubleshoot technical issues, assist with orders, and share product info.
• Identify and resolve customer issues and complaints.
• Escalate unresolved issues to higher-level support when needed.
• Maintain a calm, helpful attitude in all interactions.
• Keep up with product features, policies, and troubleshooting steps.
• Provide clear explanations to customers about products or policies.
• Manage multiple chats simultaneously while upholding service standards.
• Ensure chat responses are efficient, clear, and accurate.
• Meet performance metrics for response time and customer satisfaction.
• Document interactions accurately in the system.
• Log inquiries, complaints, and solutions for future reference.
• Maintain records of customer issues for quality and training.
• Work with other teams to ensure seamless service delivery.
• Share feedback with team leader to improve performance.
• Maintain professionalism per company standards and policies.
• Participate in regular training to improve skills.

Job description

Role & responsibilities

• Review, classify and/or remove content according to client guidelines, using specific tools and channels
• Understand and remain updated on changing client policies and guidelines
• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team
• Provide support to customers via live chat on various platforms.
• Respond to customer inquiries in a professional and timely manner.
• Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns.
• Identify and resolve customer issues and complaints effectively.
• Escalate unresolved issues to higher-level support teams when necessary.
• Maintain a calm, positive, and helpful attitude with all customer interactions.
• Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information.
• Provide clear and concise explanations to customers regarding products, services, or policies.
• Manage multiple customer chats simultaneously while maintaining a high level of customer service.
• Ensure that chat responses are efficient, clear, and accurate.
• Meet performance metrics for response time, resolution time, and customer satisfaction.
• Document customer interactions accurately in the system.
• Log all inquiries, complaints, and solutions provided for future reference.
• Maintain detailed records of customer issues and feedback for quality and training purposes.
• Work closely with other team members and departments to ensure seamless service delivery.
• Share feedback, best practices, and insights with the team leader to improve overall team performance.
• Maintain high levels of professionalism and ensure that all interactions align with company standards and policies.
• Participate in regular training sessions to improve skills and knowledge.