Customer Care Executive

Job Description

Position: Customer Care Executive (Internet Support)

Location: Mahape (New Mumbai)

Work Mode: Office Only

Shifts: Straight (No Night Shifts)

 Key Responsibilities

• Handle inbound calls from customers regarding internet connectivity issues

• Perform basic troubleshooting (router reset, cable check, configuration guidance)

• Resolve customer complaints within defined TAT (4-hour SLA)

• Log and track tickets in CRM system

• Escalate complex technical issues to L2 / Field teams

• Ensure first-call resolution wherever possible

• Maintain customer satisfaction and quality scores

Marathi language

To support customers from Maharashtra region

Semi-Technical background

Basic understanding of networking (WiFi, router, broadband, ping, IP address)

ISP experience

Prior experience in internet/broadband/cable customer support

Troubleshooting mindset

Logical thinking to diagnose issues step by step

Key Competencies

• Patience and empathy (customers may be frustrated when internet is down)

• Problem-solving and troubleshooting logic

• Ability to follow scripts and processes while being natural

• Time management (handle 40-60 calls per shift)

• Team collaboration (coordinate with tech teams for resolution)

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 6 months - 6+ years Experience.