Customer Support Executive

Job Title: Customer Support Executive – Voice & Chat (Vending Machine Operations)

Department: Customer Support / Operations
Location: Yelchenahalli, JP Nagar, Bangalore
Experience: 6 Months to 1 Years (Relevant experience in customer support preferred)

Job Summary:

We are looking for a Customer Support Executive to handle voice and chat support for vending machine operations. The role involves assisting customers with issues related to vending transactions, product availability, refunds, and machine-related concerns, ensuring a seamless customer experience.

Key Responsibilities:

1. Customer Interaction (Voice & Chat):

· Handle inbound and outbound calls, chats, and emails related to vending machine usage.

· Provide prompt and accurate resolutions to customer queries and complaints.

· Maintain professional communication and ensure high customer satisfaction.

2. Vending Machine Issue Resolution:

· Assist customers facing issues during vending transactions (e.g., product not dispensed, wrong item received).

· Handle cases where incorrect location is selected during vending.

· Guide users on proper usage of vending machines and digital payment systems.

· Inform customers in case of Non vended within timeline of 15 mins

3. Refund Processing:

· Verify and process refunds for eligible failed or incorrect transactions.

· Ensure proper validation before initiating refunds.

· Maintain records of refund cases and follow company policies strictly.

4. Call Verification & Quality Checks:

· Perform verification calls before closing customer complaints.

· Ensure authenticity and accuracy of reported issues.

· Adhere to internal SOPs for resolution and closure.

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5. Stock & Product Issue Handling:

· Manage complaints related to:

o Expired products

o Out-of-stock items

o Incorrect product dispensing

· Coordinate with operations/field teams for timely replenishment and corrective action.

6. Coordination & Escalation:

· Work closely with operations and maintenance teams for issue resolution.

· Escalate unresolved or critical issues to higher authorities as per process.

7. Documentation & Reporting:

· Maintain accurate records of customer interactions in CRM systems.

· Track recurring issues and share feedback for process improvement.

Required Skills:

· Good verbal and written communication skills.

· Basic computer knowledge and CRM handling.

· Problem-solving and customer-centric approach.

· Ability to handle high call/chat volumes.

· Attention to detail and accuracy in verification processes.

Preferred Skills:

· Experience in customer support (BPO / E-commerce / Field operations).

· Familiarity with digital payments and vending machine operations (added advantage).

· Candidate should be able to communicate in Kannada, Hindi ,English & any other regional language is an added advantage

Working Conditions:

· General shift (including weekends if required)

· Work from office  

· 6 days a week

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.