Customer Support Associate

Role: Customer Support Associate

Must have experience in International Voice process.

Location: Pune

Work Mode: 5 days from office

Shift: Should be open for any shift

Role Summary

The Customer Support Associate delivers high quality, consistent customer support across multiple service channels by applying established processes, tools, and guidelines. The role focuses on resolving customer enquiries efficiently, ensuring regulatory compliance, and contributing to a positive end-to-end customer experience.

Working with limited guidance, the associate uses product knowledge and sound judgment to resolve well defined issues, escalating complex or sensitive matters to a senior team member or Supervisor with clear supporting recommendations. Through professional customer interactions, collaboration with peers, and continuous improvement efforts, the associate drives service excellence while contributing to team performance metrics aligned to broader company goals.

Core Responsibilities

• Handle inbound and outbound customer interactions across phone, case, email, and digital service channels in a fast-paced environment
• Resolve customer issues using established procedures, policies, and product knowledge, escalating appropriately when required
• Drive First Contact Resolution (FCR) within defined authority levels and service guidelines
• Communicate clearly and professionally with customers, including explaining complex or regulated information in an understandable way
• Maintain accurate case documentation in case management systems to support auditability, quality assurance, and follow-up actions
• Demonstrate consistent adherence to quality, accuracy, and service targets tied to team performance

Required Skills & Experience

• Minimum of 1 year of experience in a customer support, service, or contact center environment
• Strong written and verbal communication skills with the ability to convey complex information clearly
• Proven ability to follow defined procedures while applying judgment to resolve multi-step issues
• Strong problem-solving and conflict-resolution skills
• High level of professionalism, resilience, and customer focus
• Proficient in standard business systems and tools
• Multilingual capability is an advantage

Why Join Us

This Customer Support Associate role offers the opportunity to build strong expertise within Customer Care while delivering meaningful, high-quality support to our customers. You will work in a collaborative, fast-paced environment where your contribution directly impacts customer satisfaction, service quality, and team performance.

You will gain exposure to our products, processes, and regulatory framework, develop your problem solving and customer communication skills, and grow through continuous learning and peer collaboration. This role is ideal for individuals who are passionate about customer experience, take pride in delivering consistent service excellence, and want to develop their career within a dynamic, high growth organization.