Global Customer Support Executive

Festo India; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Festo India in Bengaluru is seeking a customer service professional to manage and resolve daily inquiries at first level through Case Management across all customer segments. You will be the primary contact for external customers, route cases to internal teams, monitor open cases, document activities, and contribute to knowledge base updates for continuous improvement.

Bachelor’s degree in Science and 2–3 years of experience preferred; strong English communication and a customer-focused approach

Qualifications

• Excellent written and verbal English communication skills.
• Ability to support a global customer base with strong problem-solving.
• Prior experience in customer service or process improvement related to automation and efficiency is advantageous.

Responsibilities

• Respond to written customer inquiries via case management and act as the primary contact for external customers.
• Route cases to appropriate internal teams to ensure accurate handling.
• Monitor and follow up on open cases to ensure timely resolution and high customer satisfaction.
• Document all case activities and outcomes for transparency and follow-up.
• Promote efficient customer service channels and contribute to knowledge base updates.

Skills

Written communication

Verbal communication

Customer service

Problem solving

Process improvement

Education

BSc in Science (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