Support Executive

PROPHANDY TECHNOLOG; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

Keka Technologies Private Limited in Pune is seeking a Customer Success Associate to conduct outbound feedback calls after ticket closure and onboarding, perform periodic checks, and ensure client satisfaction. You will log outcomes in Zoho CRM, track ratings, and promptly flag red flags to the KAM or Ops team.

The role requires 1–3 years in calling or customer service (FM or B2B a plus), comfort with high call volumes, basic Excel, and strong communication under pressure.

Qualifications

• 1–3 yrs calling/customer service experience (FM or B2B services a plus).
• Comfortable with high call volumes and logging in CRM and Excel basics.
• Graduate, patient and empathetic under pressure.

Responsibilities

• Make outbound feedback calls to clients on a set cadence (post-ticket closure, post-onboarding, periodic checks).
• Log call outcomes, ratings, and client comments in CRM (Zoho).
• Flag red flags/dissatisfaction to the right KAM or Ops team promptly.
• Follow up on flagged issues to confirm resolution.
• Share periodic feedback trend reports with Client Success Lead.
• Success measured on: calls completed vs. target, logging accuracy, % flagged issues closed within SLA.

Skills

Problem Solving & Decision Making

CRM Management

Customer Calling & Payment Follow-ups

Communication & Interpersonal Skills

Education

Graduate

Tools

Zoho CRM

Excel

Job description

• Make outbound feedback calls to clients on a set cadence (post-ticket closure, post-onboarding, periodic checks)
• Log call outcomes, ratings, and client comments in CRM (Zoho)
• Flag red flags/dissatisfaction to the right KAM or Ops team promptly
• Follow up on flagged issues to confirm resolution
• Share periodic feedback trend reports with Client Success Lead
• 1–3 yrs calling/customer service experience (FM or B2B services a plus)
• Comfortable with high call volumes, CRM + Excel basics
• Graduate, patient and empathetic under pressure
• Success measured on: calls completed vs. target, logging accuracy, % flagged issues closed within SLA

Required Skills

Problem Solving & Decision Making CRM Management Customer Calling & Payment Follow-ups Communication & Interpersonal Skills