Specialist

Recruise India Consulting; Bengaluru; Hybrid; INR 420,000 - 620,000; Full time

Job summary

Recruise India Consulting in Bengaluru is seeking a customer service professional to support customers across multiple channels in a fast-paced environment. You will handle inquiries via phone, chat, email, and social media, resolve issues, and document interactions in our CRM, while upholding service quality and compliance standards.

We value clear communication, problem-solving, and the ability to balance speed with accuracy to ensure a positive customer experience and ongoing loyalty.

Qualifications

• 4+ years in customer service, contact center ops, or related roles.
• Excellent communication and professionalism in complex interactions.
• Experience supporting customers via phone, chat, email, social media, and case management systems.
• Able to handle escalations and provide effective resolutions.

Responsibilities

• Provide exceptional customer support through multiple channels.
• Handle complex inquiries and service requests with timely resolutions.
• Serve as subject matter expert for customer care processes, products, and promotions.
• Investigate and resolve escalated concerns while delivering a great experience.
• Review and maintain customer account information with accuracy.
• Document interactions and resolutions in CRM/case management systems.
• Monitor and resolve cases within SLAs.
• Identify recurring issues and suggest improvements.
• Guide and support associates on complex issues and best practices.
• Collaborate with cross-functional teams to improve service delivery.
• Respond to social media inquiries per company guidelines.

Skills

Customer service experience

Verbal and written communication

Multichannel support

Problem-solving

CRM systems

Attention to detail

Data privacy

Independent worker

Tools

CRM platforms

Ticketing systems

Microsoft Office

Job description

Requirements

1. Minimum 4+ years of experience in Customer Service, Contact Center Operations, Help Desk, Customer Care, Technical Support, or related customer-facing environments.
2. Excellent verbal and written communication skills with the ability to handle complex customer interactions professionally.
3. Strong problem-solving, analytical, and decision-making skills with a customer-first mindset.
4. Proven experience supporting customers through phone, chat, email, social media, and case management systems.
5. Ability to manage escalated customer concerns and provide effective resolutions.
6. Experience using CRM platforms, ticketing systems, customer support tools, and Microsoft Office applications.
7. Strong attention to detail and accuracy in maintaining customer records and case documentation.
8. Ability to investigate customer concerns, identify root causes, and recommend appropriate solutions.
9. Experience handling multiple priorities and working effectively in a fast-paced environment.
10. Strong knowledge of customer service principles, service recovery techniques, and customer experience best practices.
11. Ability to work independently with minimal supervision while maintaining high productivity and quality standards.
12. Experience mentoring or supporting junior team members is preferred.
13. Ability to maintain confidentiality and comply with company policies and data privacy requirements.
14. Willingness to work from the office 5 days a week in a 24/7 operational environment.
15. Flexibility to work rotational shifts, weekends, holidays, and night shifts based on business needs.

Key Responsibilities

1. Provide exceptional customer support through phone, chat, email, social media, and other communication channels.
2. Handle complex customer inquiries, complaints, and service requests while ensuring timely and accurate resolution.
3. Serve as a subject matter expert for customer care processes, products, services, promotions, and loyalty programs.
4. Investigate and resolve escalated customer concerns while delivering an outstanding customer experience.
5. Review, update, and maintain customer account information with a high degree of accuracy.
6. Document customer interactions, resolutions, and case details within CRM and case management systems.
7. Monitor and resolve customer cases within established Service Level Agreements (SLAs).
8. Identify recurring customer issues, process gaps, and improvement opportunities and escalated trends when appropriate.
9. Provide guidance and support to associates on complex customer issues and best practices.
10. Collaborate with cross-functional teams to resolve customer concerns and improve service delivery.
11. Respond to social media inquiries and online customer reviews in accordance with company guidelines.
12. Analyze customer feedback and recommend improvements to enhance the customer experience.
13. Ensure compliance with customer care policies, quality standards, and regulatory requirements.
14. Participate in continuous improvement initiatives, quality programs, and operational excellence activities.
15. Meet established productivity, quality, customer satisfaction, and performance metrics.
16. Demonstrate professionalism, ownership, accountability, and a commitment to delivering Extraordinary Customer Care.