Customer Support Representative

ProSync Infotech

About the Role

ProSync Infotech Pvt. Ltd. is looking for a proactive, customer-focused, and well-organized Customer Support Executive to manage customer interactions, provide timely assistance, and ensure a smooth customer experience across webinars, educational programs, courses, and Amazon related services.

Key Responsibilities

• Make welcome calls to individuals who have registered for webinars.
• Introduce customers to relevant programs, webinars, or services and provide necessary information.
• Understand customer requirements and guide them regarding next steps.
• Maintain proper records of welcome calls and customer interactions.
• Handle incoming customer queries related to company programs, courses, training services, and Amazon services.
• Provide accurate information regarding course details, program features, enrollment processes, and service-related concerns.
• Resolve routine queries promptly and direct complex or technical issues to the appropriate department.
• Ensure professional and courteous communication across calls and other customer communication channels.
• Provide dedicated support to Platinum members and address their queries on priority.
• Coordinate with relevant internal teams to resolve member concerns.
• Track pending requests and ensure timely updates and follow-ups.
• Maintain a high standard of service and customer satisfaction for premium members.
• Maintain and regularly update escalation reports, including pending, ongoing, and resolved queries.
• Identify unresolved or recurring customer issues and escalate them to the relevant team or manager.
• Follow up with responsible departments to ensure timely resolution.
• Track query status, resolution timelines, and customer feedback.
• Conduct regular follow-ups with customers and clients regarding their pending queries, service requests, and concerns.
• Coordinate with internal teams, including operations, course delivery, account management, and other relevant departments, to obtain updates and resolve customer issues.
• Ensure that no customer query remains unattended or unresolved without proper follow-up.
• Maintain clear communication between customers and internal stakeholders until closure.
• Maintain accurate records of calls, customer interactions, complaints, and resolutions.
• Ensure a positive customer experience through professional communication and timely assistance.
• Identify opportunities to improve customer support processes and service quality.
• Maintain confidentiality of customer information and comply with company policies.
• Identify potential leads during welcome calls and customer interactions and transfer them to the relevant sales, counseling, or service team.
• Ensure leads are assigned to the appropriate team member based on the customer's requirements and area of interest.
• Share accurate lead details, customer requirements, and interaction notes with the concerned team.
• Follow up with the internal team to confirm that transferred leads are contacted and appropriately handled.
• Handle customer queries related to CRM and other company software services.
• Assist customers with basic software usage and service-related issues.
• Coordinate with the technical team to resolve issues and follow up until closure.
• Maintain records of software-related queries and escalations.

Requirements & Tech Stack

• Minimum 6 months of experience in customer support, call support, telecalling, or a similar customer-facing role.
• Excellent verbal communication and interpersonal skills.
• Strong command of English and Hindi.
• Good listening, problem-solving, and query-handling abilities.
• Ability to manage multiple customer queries and follow-ups simultaneously.
• Strong coordination, organizational, and reporting skills.
• Basic proficiency in MS Excel, Google Sheets, email, and customer management tools.
• Patience, a customer-first attitude, and the ability to handle escalations professionally.