Walk-in | Customer Support Representative

Hexaware Technologies; Navi Mumbai, Kalyan-Dombivli, Thane; On-site; INR 180,000 - 300,000; Full time

Job summary

Hexaware Technologies is seeking a Customer Service Executive to manage customer interactions, resolve transaction issues, and answer basic queries. The role requires strong communication and a willingness to work in rotational shifts with rotational off days.

You will handle phone, chat, and email inquiries, document interactions in the CRM, and strive to meet service levels and customer satisfaction targets. Office-based in MBP Ghansoli with full-time employment.

Qualifications

• Education: High school / Diploma / Bachelors degree preferred.
• Experience: 6 months in Customer Service, BPO, Call Center, or a related role.
• Excellent written and verbal communication skills.
• Basic computer knowledge and familiarity with CRM or support tools.
• Willingness to work rotational shifts and rotational off days.

Responsibilities

• Handle inbound and outbound customer queries via phone, chat, and email.
• Resolve transaction-related issues, including phone transaction problems, failed transactions, status checks, and related customer concerns.
• Answer basic customer service queries accurately and professionally.
• Escalate unresolved or complex issues to the concerned team as per process.
• Maintain proper documentation of customer interactions in the CRM or ticketing system.
• Follow up on pending cases and ensure timely closure.
• Provide clear, accurate, and complete information to customers.
• Meet service levels, quality standards, and customer satisfaction targets.
• Coordinate with internal teams to resolve customer issues.
• Adhere to rotational shift schedules and rotational off rosters.
• Maintain confidentiality of customer and company information.

Skills

Customer Service

Communication

Transaction Resolution

Phone Support

Query Handling

CRM/Ticketing

Escalation Handling

Time Management

Active Listening

Customer Satisfaction

Education

Bachelor's degree preferred

Tools

CRM/Ticketing

Job description

Company: Hexaware Technologies
Location: MBP Ghansoli
Role: Customer Service Executive / Customer Support Representative
Department: Customer Support / Operations
Employment Type: Full-time
Shift: Rotational Shift
Off Days: Rotational Off
Reports To: Customer Service Team Lead / Operations Manager

Job Summary

Hexaware Technologies is looking for a Customer Service Executive to handle customer interactions, resolve transaction-related issues, especially those involving phone transactions, and answer basic customer service queries. The ideal candidate must have good communication skills and be willing to work in rotational shifts with rotational off days.

Key Responsibilities

• Handle inbound and outbound customer queries via phone, chat, and email.
• Resolve transaction-related issues, including phone transaction problems, failed transactions, status checks, and related customer concerns.
• Answer basic customer service queries accurately and professionally.
• Escalate unresolved or complex issues to the concerned team as per process.
• Maintain proper documentation of customer interactions in the CRM or ticketing system.
• Follow up on pending cases and ensure timely closure.
• Provide clear, accurate, and complete information to customers.
• Meet service levels, quality standards, and customer satisfaction targets.
• Coordinate with internal teams to resolve customer issues.
• Adhere to rotational shift schedules and rotational off rosters.
• Maintain confidentiality of customer and company information.

Requirements

• Education: High school / Diploma / Bachelors degree preferred.
• Experience: 6 months in Customer Service, BPO, Call Center, or a related role.
• Good communication skills, both verbal and written.
• Ability to handle customer queries patiently and professionally.
• Basic computer knowledge and ability to use CRM or support tools.
• Willingness to work rotational shifts and rotational off days.
• Strong problem-solving and active-listening skills.
• Ability to work under pressure and meet deadlines.
• Team player with a positive attitude.

Key Skills

• Customer Service
• Communication Skills
• Transaction Issue Resolution
• Phone Support
• Query Handling
• CRM / Ticketing
• Escalation Management
• Time Management
• Active Listening
• Customer Satisfaction Focus

Key Performance Indicators

• Customer Satisfaction Score
• First Response Time
• Resolution Time
• Quality Score
• Adherence to Shift Roster
• Case Closure Rate

Work Conditions

• Rotational shift, including day/night shifts as per roster.
• Rotational off days.
• May include weekends and public holidays as per business requirement.
• Office-based at MBP Ghansoli.