Customer Support Executive

Job Summary

Cogent E-Services Limited is hiring Customer Support Executives for Ather Voice Support, Ather Email Support, and Apollo Insurance Customer Support processes. The role involves assisting customers, responding to service-related queries, maintaining accurate records, and ensuring a helpful and professional customer experience.

Job Responsibilities – Ather Voice Support

• Handle inbound customer calls in English and regional languages.
• Understand customer concerns, service requests, product-related questions, and account-related queries.
• Provide accurate information and resolution according to approved process guidelines.
• Explain applicable procedures, required actions, and next steps clearly to customers.
• Create and update records of every customer interaction in the support system.
• Provide timely updates on pending requests and cases.
• Coordinate with internal teams when a customer concern requires further action.
• Escalate complex, sensitive, or unresolved concerns through the defined process.
• Maintain professional communication, active listening, empathy, and call-quality standards.
• Follow work schedules, attendance requirements, process guidelines, and data-security policies.

Job Responsibilities – Ather Email / Non-Voice Support

• Receive, read, and understand customer queries submitted through email.
• Draft clear, accurate, professional, and customer-friendly email responses.
• Provide complete resolutions based on company policies and process guidelines.
• Record customer concerns, actions taken, and case status in the support system.
• Review emails carefully to ensure correct grammar, clarity, and accurate information.
• Track open cases and follow up until they are resolved or escalated.
• Coordinate with internal teams to obtain information needed for customer resolution.
• Handle multiple email cases while maintaining accuracy and attention to detail.
• Ensure every communication follows quality standards and response-time guidelines.
• Maintain confidentiality of customer data and comply with information-security requirements.

Job Responsibilities – Apollo Insurance Customer Support

• Assist customers with insurance-related queries, policy information, document requirements, and service requests.
• Explain process steps, policy-related information, and documentation requirements clearly.
• Help customers understand the status of their requests and applications.
• Check submitted information and documents for completeness before forwarding them for processing.
• Maintain accurate customer records, case notes, and updates in the system.
• Follow up with customers when additional documents or information are required.
• Coordinate with relevant teams for case processing, clarification, and resolution.
• Escalate cases that need specialized assistance or further review.
• Provide courteous, patient, and professional support throughout the customer interaction.
• Follow all company policies, insurance-process guidelines, and customer-data privacy standards.

Eligibility – Voice Process

• Graduate and undergraduate candidates can apply.
• Freshers and experienced candidates are welcome.
• Good verbal communication skills in English are mandatory.
• Candidates should be able to communicate in Hindi and Malayalam.
• Basic computer knowledge is required.
• Candidates should be comfortable handling customer queries over calls.

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 5 years of experience.