Job Description
Customer Support Associate (CSA)
Copyright © 2022, Tech Mahindra. All rights reserved. 1
Job Title: Customer Support Associate (CSA)
Working Model: Work From Of f ice (WFO)
Role: Permanent
Salary Range: INR 3,00,000 - 3,50,000 LPA.
Location: Noida.
Job Role: We are looking f or a Customer Support Associate to join our team. The ideal candidate
will have excellent communication skills, a strong problem-solving ability, and a passion f or helping
customers. As a Customer Support Associate, you will be responsible for providing exceptional customer
service and support to our clients.
Key Responsibilities:
§ You will be responsible f or handling inbound customer queries (inc. billing, rate plans, service
activations and changes, credits and adjustments, troubleshooting and complaints) using the live chat
channel.
§ Take complete responsibility of providing accurate and relevant inf ormation and resolving customers
queries on the f irst contact.
§ Take end to end ownership of the customer’s issue and f ollow through commitments.
§ Listen actively, understand, and assess issues f rom customers then communicate in a calm, clear,
simple and personal way.
§ Use simple language which is clearly understood by the customer.
§ Adhere to work schedule & thereby contributing to operational ef f iciencies.
§ Meet & maintain work ethics in congruence with organizational compliance.
§ Deliver consistently, maintaining warm & prof essional relationships.
§ Deliver on ef f iciencies & commercial targets
§ Contribute to business profitability through various up-sell / cross-sell initiatives.
Candidate Criteria:
§ Excellent communication skills, written and verbal
§ Listening skills - being attentive, patient and listening without interrupting
§ Objection handling skills - Ability to think of possible alternatives for a situation and anticipate potential
obstacles
§ Being persuasive and diligent
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Copyright © 2022, Tech Mahindra Business Process Services. All rights reserved.
§ Achievement Orientation. Takes responsibility and stays f ocused on self -perf ormance
§ Ability to work within a team and building relationship – with customers and team members
§ Listens and responds appropriately to other team members’ ideas
§ Problem Solving Skills. Build a logical approach to address problems.
§ Basic levels of computer prof iciency
§ Working knowledge of MS Of f ice applications like Word & Excel
§ Experience of working in live chat processes or customer services or Telecoms industry (Mandatory)
§ Experience with Upselling / Proactive Sales on live chat (Mandatory)
§ Comf ortable with a 24*7 work environment.
Interview Process:
1. HR Round
2. V&A Round
3. Operations Round
Perks and Benefits:
• Provident Fund (PF) Deduction
• Employee State Insurance (ESI) Deduction
• Transport Facility during odd hours (depending on process)
• Medical Insurance (As per eligibility)
• Opportunities for Growth: Qualified candidates will be eligible for internal job promotions (IJP’s) af ter 18
months of service, f acilitating cross-f unctional movement within the organization.
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Copyright © 2022, Tech Mahindra Business Process Services. All rights reserved.
