Email & Chat Support Executive

Help Desk Executive

Mulund

6 months

# Job Description – Help Desk Executive

The role involves monitoring multiple WhatsApp groups, understanding user queries through calls, creating and tracking support tickets, coordinating with internal teams, and ensuring every issue is followed through to resolution.

Key Responsibilities

Monitor customer and field WhatsApp groups throughout the day and identify queries/issues.

Contact users over the phone to understand their concerns and collect all required information.

Create clear and accurate support tickets with complete issue details.

Acknowledge and confirm the reported issue with the concerned user.

Coordinate with Technology, Quality, Rewards, Finance, HR, and other internal teams for resolution.

Regularly follow up on open tickets and ensure timely closure.

Communicate the resolution clearly to the user and ensure proper closure of the issue.

Maintain accurate records of tickets, follow-ups, pending issues, and resolutions.

Prepare and share weekly reports/summary of common queries, pending issues, and resolutions.

Escalate critical or recurring issues to the appropriate team.

Candidate Profile

6 months to 1 year of experience in Customer Support, Telecalling, Back Office, Help Desk, or Service Desk roles.

Fluent in Gujarati and Hindi – speaking is mandatory.

Good written English skills with the ability to clearly document customer issues.

Good verbal communication and active listening skills.

Comfortable speaking with mechanics, retailers, field staff, and other non-technical users.

Patient and capable of understanding issues even when the initial explanation is unclear.

Strong follow-up skills with the ability to manage multiple open issues simultaneously.

Good organisational and coordination skills.

Basic computer knowledge with working knowledge of MS Excel/Google Sheets and Email.

Preferred / Added Advantage

Experience with any ticketing or help-desk tool.

Experience supporting mobile applications or digital platforms.

Experience in the automotive aftermarket industry.

Experience handling customer/field support through WhatsApp groups.

Key Skills

Customer Support | Help Desk | Telecalling | Ticket Management | Issue Resolution | Follow-up | WhatsApp Support | Excel | Google Sheets | Email Communication | Any South Indain language | Hindi | English

What We Offer

Opportunity to work with a growing automotive aftermarket organisation.

Exposure to customer support, technology platforms, and cross-functional coordination.

Opportunity to develop skills in help-desk and support operations.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.