Walk-in | Customer Support Associate

Excitel Broadband; India; On-site; INR 300,000 - 420,000; Full time

Job summary

Excitel Broadband is seeking a graduate-level customer support executive to handle 24x7 calls and chats, acting as the first point of contact for billing, plans, service requests, and connect-with-representative requests. You will listen actively to understand needs and respond with empathy.

In this role you will own post-installation escalations end-to-end, coordinate with ground teams, keep customers informed with timely updates, and ensure accurate case documentation while meeting commitments

Qualifications

• Graduate with basic computer skills.
• Good typing speed.
• Fluent in one or more languages.

Responsibilities

• Provide 24x7 customer support through calls and chats, acting as the first contact for non-technical queries including billing, plans and service requests.
• Listen actively to understand customers’ underlying needs with empathy and patience.
• Manage post-installation escalations (CRI) end-to-end from first contact to resolution and confirmation.
• Coordinate with ground/technical teams to drive timely resolution without passing ownership.
• Keep customers informed with timely calls and WhatsApp updates, even without new developments.
• Anticipate concerns and identify solutions to remove roadblocks beyond policy statements.
• Handle difficult interactions calmly while balancing customer needs with company policies.
• Ensure every interaction leaves customers feel heard and cared, with accountability for resolution.
• Maintain accurate case documentation and commitments within agreed timelines.

Skills

Language fluency

Typing speed

Basic computer skills

Education

Graduate

Job description

Role & responsibilities

• Provide 24x7 customer support through calls and chats, serving as
  the first point of contact and trusted owner for non-technical
  customer queries, including billing, plans, service requests and
  requests to connect with an Excitel representative.
• Listen actively and understand the customers underlying need,
  demonstrating empathy, patience and a genuine desire to help.
• Manage post-installation customer escalations (CRI) with end-to-end ownership, from first contact through resolution and customer
  confirmation.
• Coordinate proactively with ground/technical teams to drive timely resolution, without passing ownership to another team.
• Keep customers informed throughout the resolution journey through timely calls and WhatsApp updates, even when there is no new
  development.
• Take initiative to anticipate customer concerns, identify solutions
  and remove roadblocks, rather than simply communicate process or policy.
• Handle difficult and emotionally charged customer interactions calmly and professionally, while balancing customer needs with company policies.
• Ensure every interaction leaves the customer feeling heard, cared for and confident that someone is taking responsibility for their problem.
• Maintain accurate case documentation and ensure commitments made to customers are followed through within agreed timelines.
  

Preferred candidate profile

Who is a graduate, has Language fluency, good typing
speed & basic computer skills.