Website:
rocketpay.co.in
Job details:
About the Role
We’re looking for a Customer Support Executive to join our Customer Support team in Bengaluru.
You’ll be responsible for handling customer and merchant queries, resolving issues accurately, maintaining support data, and ensuring a high-quality customer experience. The role requires strong communication, attention to detail, problem-solving skills, and the ability to work across flexible shifts.
Key Responsibilities
- Handle inbound and outbound customer/merchant calls.
- Understand customer concerns, identify root causes, and provide appropriate resolutions.
- Follow defined SOPs, processes, and escalation guidelines.
- Accurately record call details, query categories, resolutions, and follow-ups.
- Maintain accurate query and support data for reporting and tracking.
- Escalate technical, payment, account, and other critical issues within defined TATs.
- Follow up on escalated cases through to closure.
- Identify recurring issues and share insights for process improvement.
- Maintain high standards of customer experience, quality, and compliance.
- Meet defined performance expectations around accuracy, productivity, TAT, call handling, and attendance.
Requirements
- 1–3 years of experience in Customer Support, Voice Process, Technical Support, Operations, or a similar role.
- Excellent verbal and written communication skills.
- Strong problem-solving and attention to detail.
- Comfortable working with Excel/Google Sheets and CRM/ticketing tools.
- Ability to manage multiple queries and prioritize effectively.
- Strong ownership and accountability.
- Ability to learn new products, processes, and tools quickly.
- Comfortable working in a fast-paced support environment.
- Willingness to work across assigned shifts between 8:00 AM and 11:00 PM.
Shift Details
- Operational window: 8:00 AM – 11:00 PM
- 9-hour shift, including a 1-hour break
- Employees should be comfortable working in any assigned shift within the operational window.
Preferred
Experience with CRM/helpdesk or ticketing systems and experience handling merchant/customer support queries will be an advantage.
Click on Apply to know more.
