Customer Support Executive - Malayalam

Innopay · India

Position: Customer Support Executive

Experience: 0-3 Years

Location: Coimbatore

Job Summary

We are looking for a proactive and customer-focused Junior Tele Support Executive to handle inbound and outbound customer calls, register complaints, provide basic technical assistance, and coordinate with technical teams for timely issue resolution. The ideal candidate should possess good communication skills and a customer-first approach.

Key Responsibilities

Customer Support

§ Attend inbound customer calls and respond to service-related inquiries.

§ Register broadband, leased line, and cable TV complaints in the ticketing system.

§ Provide basic troubleshooting support for internet and Wi-Fi issues.

§ Follow up with customers regarding complaint status and resolution.

§ Handle customer requests related to billing, payments, plan upgrades, and account information.

Complaint Management

§ Create and update support tickets accurately.

§ Escalate unresolved issues to the Technical Support or NOC team.

§ Ensure all customer interactions are documented properly.

§ Maintain complaint closure records and customer feedback.

Customer Retention & Follow-Up

§ Conduct outbound calls for payment reminders and service follow-ups.

§ Assist in customer retention activities and service renewal reminders.

§ Maintain professional communication and customer satisfaction standards.

Coordinate with:

§ Technical Support Team

§ Field Engineers

§ Billing Department

§ NOC Team

§ Ensure timely communication between customers and internal teams.

Required Skills

Technical Knowledge

§ Basic understanding of:

§ Internet and Wi-Fi connectivity

§ Broadband and FTTH services

§ Routers and ONT devices

§ Customer support processes

§ Computer proficiency and ability to use CRM/Ticketing software.

Communication Skills

Good verbal communication skills in:

§ Tamil (Mandatory)

§ English (Preferred)

§ Malayalam (Mandatory)

§ Pleasant telephone etiquette and customer handling skills.

§ Ability to communicate clearly and professionally.

Educational Qualification

Any Degree / Diploma.

Freshers are encouraged to apply.

Experience

0–2 Years in Telecalling, Customer Support, Helpdesk, BPO, ISP, or MSO operations.

Freshers with good communication skills may also apply.

Work Schedule

Rotational shifts as required.

Weekend and holiday support based on business needs.