Fusion CX

Kamothe, Navi Mumbai

Role Overview:We are seeking a motivated and customer-focused individual to join our Customer Support team. The role involves handling inbound customer queries related to in-warranty and out-of-warranty services, exception handling, and providing timely resolutions through voice and non-voice channels. This is a process-driven role requiring strong communication, empathy, and problem-solving skills.Key Responsibilities:Handle customer inquiries via phone, email, and other platforms in a timely, professional, and accurate manner.Manage queries related to in-warranty, out-of-warranty, and exception scenarios.Accurately log all interactions in the internal CRM or designated system.Consistently meet individual KPIs, including quality, response time, and customer satisfaction.Adhere to internal customer service processes and compliance standards.Work collaboratively with internal teams to resolve customer issues when required.Key Competencies:Excellent communication skills in: English, Hindi, Telugu, Tamil.Strong customer-centric attitude and ability to handle challenging situations calmly.Basic technical understanding to explain and troubleshoot general product/service issues.Attention to detail and accuracy in data entry and reporting.Eligibility Criteria:Education: Higher Secondary (12th Pass) and above.Experience: Minimum 6 months in customer service or BPO/call center.Work Hours: 9-hour rotational shifts, including weekends (week-offs on rotation).Additional Info: We need Hin/Eng, Tamil, Telegu and Kannada