Customer Service Executive

Customer Service & Chat Support Executive Company: Largis Ventures Private Limited Department: Customer Support / Operations Job Type: Full-Time Work Mode: Work From Office / Hybrid / Remote Experience: 0–3 Years Education: 12th Pass / Graduate Employment Type: Full-Time About Largis VenturesLargis Ventures Private Limited is a technology-driven company building products and services that simplify complex processes for customers and businesses. We are looking for a Customer Service & Chat Support Executive who will be responsible for interacting with customers, understanding their requirements, resolving their issues, and ensuring a smooth customer experience. This is a customer-facing role where communication, patience, problem-solving and attention to detail are extremely important. Key Responsibilities1. Customer SupportHandle customer queries through WhatsApp, live chat, phone calls, email and other support channels . Understand customer requirements and provide accurate information. Resolve customer complaints and service-related issues professionally. Guide customers through products, services, applications and processes. Provide clear step-by-step assistance whenever required. Follow up with customers until their issue is completely resolved. Escalate complex or technical issues to the appropriate department. 2. Chat SupportManage multiple customer conversations simultaneously. Respond to incoming chats quickly and professionally. Maintain proper grammar, spelling and professional communication. Understand the customer's issue before providing a solution. Avoid unnecessary copy-paste responses and provide relevant answers. Maintain a professional and helpful tone even with difficult customers. Ensure every customer conversation is properly closed or followed up. 3. Customer Relationship ManagementMaintain accurate customer information in the CRM. Update customer status, notes, conversations and follow-up requirements. Maintain proper records of complaints, requests and resolutions. Track pending customer issues and ensure timely follow-up. Identify recurring customer problems and report them to management. 4. Problem SolvingUnderstand the root cause of customer issues. Provide first-level troubleshooting and solutions. Coordinate with internal teams when a problem requires additional support. Take ownership of customer issues instead of simply transferring them. Ensure escalated cases are followed through until resolution. 5. Customer Retention & ExperienceBuild positive relationships with customers. Handle dissatisfied customers calmly and professionally. Understand customer concerns and provide appropriate solutions. Identify opportunities to improve customer satisfaction. Collect customer feedback and share important insights with the team. 6. Internal CoordinationCoordinate with Sales, Operations, Technical and Management teams. Share important customer feedback with relevant departments. Communicate urgent customer issues immediately. Follow company SOPs and escalation procedures. Daily ResponsibilitiesThe employee may be expected to: Check and respond to pending customer conversations. Handle live chats and WhatsApp conversations. Answer incoming customer calls. Respond to emails and support tickets. Update CRM/customer records. Follow up with pending customers. Resolve complaints and service requests. Escalate unresolved technical/operational issues. Prepare basic daily support reports. Maintain proper documentation of all customer interactions. Required SkillsCommunicationExcellent written and verbal communication. Good English communication skills. Ability to communicate clearly and professionally. Good listening and comprehension skills. Customer HandlingPatience while dealing with customers. Ability to handle angry or frustrated customers. Professional attitude. Empathy and understanding. Ability to remain calm under pressure. Technical SkillsBasic computer knowledge. Comfortable using Google Workspace / Microsoft Office. Ability to learn CRM and customer-support software. Comfortable working with WhatsApp, email and live-chat platforms. Basic understanding of spreadsheets is preferred. Personal SkillsProblem-solving ability. Multitasking. Attention to detail. Time management. Accountability. Teamwork. Willingness to learn. Ability to work in a fast-paced environment. Eligibility Minimum Qualification: 12th Pass Graduation: Preferred but not mandatory for suitable candidates. Experience: Freshers can apply. 0–3 years of customer service, BPO, chat support, telecalling or similar experience preferred. Candidates with experience in international customer support, chat support, BPO, SaaS support or CRM-based support will be preferred. Performance Metrics / KPIsPerformance may be evaluated based on: First Response Time (FRT) Average Resolution Time Customer Satisfaction (CSAT) First Contact Resolution (FCR) Number of queries handled Chat response quality Ticket resolution rate Follow-up completion Customer complaints/escalations CRM/data accuracy Attendance and punctuality Working ExpectationsMaintain professional communication with every customer. Follow company policies and SOPs. Maintain confidentiality of customer information. Do not provide customers with unverified information. Maintain accurate records of customer interactions. Take ownership of assigned customers and tickets. Meet assigned productivity and quality targets. What We OfferCompetitive salary based on skills and experience. Performance-based incentives where applicable. Professional training and onboarding. Opportunity to work with a technology-driven company. Career growth opportunities. Exposure to SaaS, technology, customer operations and international customers. Opportunity to grow into senior support, team-lead or operations roles. Career GrowthSuccessful candidates can progress into: Customer Support Executive → Senior Customer Support Executive → Team Leader → Customer Support Manager → Operations