Customer Support Executive

Awign; Bloomington (IN); On-site; USD 3,100 - 4,700; Full time

Job summary

Awign is seeking a Customer Support Representative in Bengaluru to handle inquiries across live chat, email, and calls. You will resolve issues swiftly and work with Operations and Product teams to enhance the support experience. Strong English skills and Hindi fluency are required, with CRM familiarity a plus.

Role emphasizes empathy, communication, and collaborative problem solving, using Salesforce, Zoho Desk, or Freshdesk to track tickets and logs.

Qualifications

• Excellent verbal and written English communications skills.
• Hindi language proficiency is mandatory.
• Experience using CRM tools (Salesforce/Zoho Desk/Freshdesk) preferred.

Responsibilities

• Interact with customers via live chat, email, and calls to address queries.
• Identify issues quickly and provide effective resolutions.
• Collaborate with Operations and Product teams to improve support processes.
• Log interactions in CRM and maintain accurate customer data.
• Manage multiple queries with attention to priority and quality.
• Generate reports on customer interactions for follow-up and analytics.

Skills

Strong Communication Skills

Empathy & Patience

Problem-Solving Ability

Active Listening

Time Management

Team Collaboration

Tools

Salesforce

Zoho Desk

Freshdesk

Excel/Sheets

Word/PowerPoint

Job description

About This Job

Awign

Location: Greater Bengaluru Area, India

Work Mode: On-site

Industry: Technology, Information and Internet,Outsourcing and Offshoring Consulting

Job Description

We are seeking a highly motivated and customer-oriented Customer Support Representative to join our dynamic team. This role requires a combination of strong communication skills, technical expertise, and a passion for delivering exceptional customer service. As a Customer Support Representative, you will be responsible for addressing customer queries via live chat, email, calls, and other support channels, ensuring prompt resolution of issues, and collaborating with internal teams to improve the overall customer experience.

Primary Responsibilities

• Customer Interaction: Handle customer inquiries professionally and empathetically across live chat, email, and calls. Ensure that customer queries are addressed with patience and understanding.
• Problem Solving: Quickly identify customer issues and provide effective solutions in a timely manner, ensuring customer satisfaction.
• Collaboration: Work closely with the Operations, Product, and other relevant teams to resolve customer issues and improve support processes.
• CRM Management: Utilize CRM tools such as Salesforce, Zoho Desk, and Freshdesk to log customer interactions, track tickets, and maintain accurate customer data.
• Time Management: Manage multiple customer queries simultaneously, prioritizing tasks to ensure that urgent issues are addressed first.
• Reporting & Data Entry: Maintain detailed logs and generate reports of customer interactions for follow-up actions and analytical purposes.
• Customer Experience Enhancement: Proactively identify areas for process improvement and work with the team to optimize workflows and customer support experiences.

Desired Skills

• Strong Communication Skills – Proficiency in English (fluent in English + Hindi ( mandatory).
• Empathy & Patience – Ability to handle customer queries professionally.
• Problem-Solving Ability – Quick identification and resolution of customer issues.
• Active Listening – Understanding and addressing customer concerns effectively.
• Time Management – Managing multiple queries efficiently.
• Team Collaboration – Working closely with Operations, Product, and other teams to improve support processes.

Technical Skills

• CRM Software – Experience with Salesforce, Zoho Desk, Freshdesk (or similar tools). (If experienced candidate)
• Ticketing Systems – Familiarity with Zoho Desk or equivalent platforms. (If experienced candidate)
• Live Chat & Email Support – Handling customer interactions across Live Chat, Email, and Calls.
• Calling Skills – Experience with inbound and outbound calls to assist users.
• MS Office / Google Workspace – Proficiency in Excel, Google Sheets, Word, and PowerPoint.
• Data Entry & Reporting – Maintaining logs and reports of customer interactions.