Senior Customer Support Associate - Blended Process (2-5 Yrs) Navi Mumbai/Mumbai (After-Sales/Customer Service)

About the Role:As a Senior Customer Support Associate, you will serve as the first point of contact for our global customers, managing both voice and non-voice interactions. This role requires a balance of technical troubleshooting, effective communication, and customer engagement to ensure a seamless experience across all touchpoints. You will handle escalations, resolve complex queries, and maintain customer satisfaction through professional, empathetic, and solution-oriented support.Required Candidate Profile:- Experience: Minimum 2 years in Technical Support or Customer Service (Voice & Chat) within an international BPO setup.- Communication: Exceptional spoken and written English with clarity and professionalism.- Flexibility: Willingness to work in rotational shifts and rotational week offs.- Work Mode: Work From Office (WFO).- Transport: No pick-up/drop facility; candidates must manage their own commute.- Joining: Immediate joiners preferred.Key Responsibilities:- Analyse and review customer issues to determine first-contact resolution.- Act as the primary point of contact for all customer queries (voice, chat, and email).- Respond promptly to technical and non-technical inquiries with accuracy.- Maintain communication with customers until resolution is achieved.- Take extra initiative to engage with and delight customers.- Escalate cases to higher support levels when required.- Consistently adhere to confidentiality, compliance, and process guidelines.- Ensure SLA targets are achieved with strict adherence to quality and timelines.- Manage process-related queries, customer grievances, and complex cases.- Achieve individual performance metrics through strong analytical and troubleshooting skills.- Uphold ethical conduct and professional workplace behaviour.Skills & Competencies:- Excellent verbal and written communication skills with a neutral accent (suitable for US customers).- Strong product knowledge with quick learning ability.- Analytical mindset with problem-solving and troubleshooting expertise.- Detail-oriented with the ability to deliver accurate resolutions.- Customer-first attitude with passion for service excellence.- Ability to adapt to dynamic business requirements.- Strong time management and multitasking capabilities. (ref:updazz.com)

Payroll Type : Permanent