Help Desk Executive

T7E Aftermarket Connect Pvt Ltd; Hinoba-an; On-site; PHP 335,000 - 558,000; Full time

Job summary

T7E Aftermarket Connect Pvt Ltd is seeking a Help Desk Executive to monitor WhatsApp groups, capture user queries, and manage support tickets across internal teams. You will follow up on open issues, document resolutions, and share weekly summaries.

Strong written English and clear communication are essential, along with basic Excel/Sheets skills. The role requires 6 months to 1 year in customer support or help desk, with fluency in Hindi and Gujarati.

Qualifications

• 6 months to 1 year of experience in Customer Support, Telecalling, Back Office, Help Desk, or Service Desk roles.
• Fluent in Gujarati and Hindi – speaking is mandatory.
• Good written English skills to clearly document customer issues.
• Good verbal communication and active listening skills.
• Comfortable speaking with mechanics, retailers, field staff, and non-technical users.
• Strong follow-up skills and ability to manage multiple open issues.
• Basic computer knowledge with MS Excel/Google Sheets and Email.

Responsibilities

• Monitor customer and field WhatsApp groups and identify queries/issues.
• Contact users by phone to understand concerns and collect required information.
• Create clear and accurate support tickets with complete details.
• Acknowledge reported issues and confirm with the user.
• Coordinate with Technology, Quality, Rewards, Finance, HR, and other internal teams for resolution.
• Regularly follow up on open tickets and ensure timely closure.
• Communicate resolution to the user and ensure proper closure.
• Maintain records of tickets, follow-ups, pending issues, and resolutions.
• Prepare and share weekly reports/summary of common queries, pending issues, and resolutions.
• Escalate critical or recurring issues to the appropriate team.

Skills

Customer Support

Help Desk

Telecalling

Ticket Management

Issue Resolution

Follow-up

WhatsApp Support

Excel

Google Sheets

Email

Hindi

English

Tools

Ticketing Tool

Job description

Job Description – Help Desk Executive

The role involves monitoring multiple WhatsApp groups, understanding user queries through calls, creating and tracking support tickets, coordinating with internal teams, and ensuring every issue is followed through to resolution.

Key Responsibilities

• Monitor customer and field WhatsApp groups throughout the day and identify queries/issues.
• Contact users over the phone to understand their concerns and collect all required information.
• Create clear and accurate support tickets with complete issue details.
• Acknowledge and confirm the reported issue with the concerned user.
• Coordinate with Technology, Quality, Rewards, Finance, HR, and other internal teams for resolution.
• Regularly follow up on open tickets and ensure timely closure.
• Communicate the resolution clearly to the user and ensure proper closure of the issue.
• Maintain accurate records of tickets, follow-ups, pending issues, and resolutions.
• Prepare and share weekly reports/summary of common queries, pending issues, and resolutions.
• Escalate critical or recurring issues to the appropriate team.

Candidate Profile

• 6 months to 1 year of experience in Customer Support, Telecalling, Back Office, Help Desk, or Service Desk roles.
• Fluent in Gujarati and Hindi – speaking is mandatory.
• Good written English skills with the ability to clearly document customer issues.
• Good verbal communication and active listening skills.
• Comfortable speaking with mechanics, retailers, field staff, and other non-technical users.
• Patient and capable of understanding issues even when the initial explanation is unclear.
• Strong follow-up skills with the ability to manage multiple open issues simultaneously.
• Good organisational and coordination skills.
• Basic computer knowledge with working knowledge of MS Excel/Google Sheets and Email.

Preferred / Added Advantage

• Experience with any ticketing or help-desk tool.
• Experience supporting mobile applications or digital platforms.
• Experience in the automotive aftermarket industry.
• Experience handling customer/field support through WhatsApp groups.

Key Skills

• Customer Support
• Help Desk
• Telecalling
• Ticket Management
• Issue Resolution
• Follow-up
• WhatsApp Support
• Excel
• Google Sheets
• Email Communication
• Any South Indain language
• Hindi
• English

What We Offer

• Opportunity to work with a growing automotive aftermarket organisation.
• Exposure to customer support, technology platforms, and cross-functional coordination.
• Opportunity to develop skills in help-desk and support operations.