Customer Service Specialist

About the Role

The Customer Service Specialist is a full-time, on-site role based in the Pune Division. This role involves responding to customer inquiries via phone, email, and chat, providing clear information about Byteseal’s products and services, and resolving issues in a timely manner. The specialist will guide customers through product features and troubleshooting steps, log and track support requests, and escalate complex cases when necessary.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Provide clear information about Byteseal's products and services.
• Resolve customer issues in a timely manner.
• Guide customers through product features and troubleshooting steps.
• Log and track support requests.
• Escalate complex cases when necessary.
• Maintain accurate records of interactions.
• Follow up to ensure resolution and customer satisfaction.
• Collaborate with internal teams to improve customer experience.
• Gather customer feedback.
• Contribute ideas to enhance service processes and support documentation.

Requirements & Tech Stack

• Proficiency with common customer support tools, ticketing systems, and basic office software.

Qualifications

• Demonstrated skills in Customer Support and Customer Service.
• Experience in Customer Satisfaction and Customer Experience.
• Strong Phone Etiquette.
• Excellent verbal and written communication skills in English.
• Ability to stay organized, manage multiple requests, and maintain attention to detail.
• Prior experience in technology or SaaS customer support is beneficial.
• Experience in security or identity management domains is a plus.
• Relevant diploma or degree in business, communications, or a related field, or equivalent practical experience.
• Additional languages are an advantage.