Associate, Customer Care Operation

About the Role

BrightCHAMPS is looking for customer-focused and solution-oriented professionals to join our Customer Operations team as an Associate - Customer Case Operations. In this role, you will manage customer cases, address queries and complaints, coordinate with internal teams, and ensure timely and effective resolution of customer issues. The ideal candidate should have strong communication skills, problem-solving abilities, attention to detail, and a commitment to delivering an excellent customer experience.

Key Responsibilities

• Manage and resolve customer cases, queries, and complaints within defined timelines.
• Handle inbound and outbound customer interactions professionally and efficiently.
• Investigate customer concerns and coordinate with relevant internal teams for resolution.
• Provide accurate information regarding products, services, payments, schedules, and operational processes.
• Monitor open cases, follow up on pending issues, and ensure timely closure.
• Maintain accurate customer records and update case details in CRM or other internal systems.
• Escalate complex or unresolved issues to the appropriate teams.
• Follow company SOPs, quality standards, and customer communication guidelines.
• Meet daily productivity, resolution time, and customer satisfaction targets.

Requirements & Tech Stack

• Personal laptop for official use.
• Familiarity with CRM tools.

Qualifications

• Excellent English communication and customer-handling skills.
• Ability to manage difficult conversations professionally.
• Basic computer knowledge.
• Strong listening, multitasking, and problem-solving skills.
• Prior customer support/BPO experience preferred.
• Freshers with strong communication skills are welcome.

Work Environment

• Location: Bangalore (Work From Office)
• Working Days: 6 days a week (Saturday and Sunday mandatory)
• Week Off: Rotational week offs on week days
• Shift: US (Night Shift) - 5pm to 2 am / ROW shift: 10am - 7pm