Global Customer Support Executive

Festo India; Bengaluru; On-site; INR 450,000 - 600,000; Full time

Job summary

Festo India is seeking a customer service professional to handle global inquiries at the first level via Case Management across all customer segments. You will be the primary contact to ensure timely, accurate responses and high customer satisfaction.

Responsibilities include routing cases, following up on open issues, documenting actions, promoting efficient channels, and contributing to knowledge base improvements. A science background and strong problem-solving mindset are required.

Qualifications

• Bachelor’s degree in Science with 2–3 years of relevant experience in multinational settings.
• Excellent written and verbal English communication.
• Experience in customer service or process improvement initiatives is advantageous.

Responsibilities

• Respond to written customer inquiries (price/availability, order tracking, complaints) as first point of contact.
• Route cases to appropriate internal teams to ensure accurate handling.
• Monitor open cases and follow up to ensure timely resolutions and high satisfaction.
• Document activities, actions taken and outcomes for transparency and follow-up.
• Promote efficient customer service channels to enhance experience.
• Contribute to knowledge base updates and share best practices.
• Own personal learning to build knowledge of products, processes, and systems.

Skills

Customer service

Written English

Verbal communication

Problem solving

Global support

Education

B.Sc in Physics/Chemistry/Math

Job description

In this role, you will be responsible for serving customers globally by managing and resolving daily inquiries and cases at the first level through Case Management across all customer segments. You will be the primary point of contact to ensure timely, accurate, and efficient handling of customer requests, contributing to overall customer satisfaction and service excellence.

• Respond to written customer inquiries (price and availability requests, order tracking, and complaints) through the case management and serve as the primary point of contact for external customers
• Route cases to the appropriate internal teams (e.g., technical inquiries to Technical Support) to ensure accurate and efficient handling
• Actively monitor and follow up on open cases to ensure timely resolution and high levels of customer satisfaction
• Document all case activities, actions taken, and outcomes to ensure transparency and enable effective follow-up
• Promote the use of efficient customer service channels to enhance the overall customer experience
• Contribute to the continuous improvement of processes by updating the knowledge base and sharing best practices and improvement ideas
• Take ownership of personal learning and development to build strong knowledge of products, processes, and systems
• Bachelor’s degree in Science (Physics, Chemistry, or Mathematics) with 2–3 years of relevant experience, preferably within multinational organizations
• Excellent written and verbal communication skills in English, with the ability to support a global customer base and a strong problem-solving skills with a customer-focused mindset
• Prior experience in customer service or involvement in process improvement initiatives, particularly those related to automation and operational efficiency is an advantage