Tohands
Website:
tohands.in
Job details:
Key Responsibilities
Customer Support Operations
- Handle inbound and outbound customer calls, WhatsApp chats, and emails professionally.
- Resolve customer queries related to product usage, orders, payments, and returns.
- Manage escalations and ensure timely resolution.
- Support onboarding of new customers and ensure a smooth product adoption experience.
Team Coordination
- Guide and support junior customer support associates.
- Monitor daily support activities and ensure service quality standards are maintained.
- Assist in training new team members when required.
Reporting & Process Management
- Prepare daily/weekly performance sheets and support reports.
- Track lead conversions, support metrics, and customer feedback.
- Maintain accurate CRM records of customer interactions and resolutions.
- Identify recurring issues and suggest process improvements.
Customer Relationship Management
- Conduct follow-ups with customers to ensure satisfaction.
- Collect customer feedback and share insights with internal teams.
Qualifications & RequirementsExperience
2–4 years in customer support, telesales, or customer service roles (experience handling a team is preferred).
Skills Required
- Excellent spoken and written English communication skills (Hindi/Kannada is a plus)
- Strong problem-solving and escalation-handling ability
- Basic reporting and Excel/Google Sheets skills
- Familiarity with CRM tools
- Leadership mindset and ability to guide a small team
- Customer-first attitude with patience and professionalism
- Organized, responsible, and process-oriented
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