Apna is seeking a highly motivated and detail-oriented Customer Support Manager to join its team. The ideal candidate will have a background in chat/call processes, possess excellent communication skills in both English and Hindi, and have a graduation degree.
Requirements
- Handle customer inquiries and provide prompt and accurate responses via calls, emails, and chats.
- Maintain a high level of professionalism and empathy while addressing customer concerns and resolving issues.
- Adhere to a rostered schedule with two rotational weeks off and be willing to work with a camera throughout the day.
- Collaborate with internal teams to escalate and resolve customer issues efficiently.
- Utilize digital tools and chat software effectively to communicate with customers and track interactions.
- Analyze customer problems and propose appropriate solutions, demonstrating a proactive approach to customer service.
- Ensuring timely resolution and customer satisfaction.
- Demonstrated ability to work effectively in a team environment and handle escalations
- Qualification: 1 to 3 years of relevant work experience in customer support or related fields.
- Graduation is mandatory, with a preference for candidates with experience in recruitment, BPO/KPO, Customer Success, Call center, or SaaS-related fields.
- Proficiency in both English and Hindi, with a minimum typing speed of 30 words per minute.
- Stable work environment with a reliable Wi-Fi connection (minimum speed of 30 Mbps) and a dedicated work-from-home setup.
- Availability and flexibility to work in a rotational shift schedule, including weekends and extended hours.
- Comfort and familiarity with digital tools such as Excel, CRM, ticketing systems, chat software, Zoom, Google Meet, and Calendly.
- Ability to work in a front-line role handling customer queries for a minimum of 1 year.
- Willingness to commit to the current role for a minimum duration and availability to start within a month.
- Should be flexible and should be able to adapt to change.
- Typing speed of 30 wpm, Fluent in English, and Hindi
Benefits
- Generous Paid Time Off
- 401k Matching
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