Customer Support Executive

at MyOperator - VoiceTree Technologies

Customer Support Executive

MyOperator - VoiceTree Technologies

Company

Home

Customer Support Executive

at MyOperator - VoiceTree Technologies

Posted by Vijay Muthu

1 - 4 yrs

₹3.5L - ₹4.5L / yr

Noida

Skills

Communication Skills

CSAT

FCR

SLA

Escalation management

Customer Retention

Customer Support

Customer Success

Upsell

Ownership

About MyOperator

MyOperator is a Business AI Operator, a category leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform.

Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single no-code platform.

Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement — without fragmented tools or increased headcount.

Role Overview

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email.

You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity

Handle inbound calls, chats, and email tickets professionally and efficiently.
Ensure accurate ticket creation and categorisation in the CRM for every interaction.
Resolve customer issues within defined SLAs (majority within 4 business hours).
Maintain high First Contact Resolution (FCR) for IVR interactions.
Maintain quick First Response Time (FRT) for chat and email tickets.
Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction

Deliver a positive, empathetic, and solution-oriented experience during every customer interaction.
Maintain high Customer Satisfaction (CSAT) scores by setting the correct expectations.
Ensure customers clearly understand the resolution before closing tickets.
Provide complete and accurate support to ensure issues are fully resolved.

3. Ownership & Accountability

Take end-to-end ownership of assigned tickets until closure.
Avoid unnecessary escalations by resolving issues at the first touchpoint whenever possible.
Proactively follow up on pending cases and ensure closure within the defined SLA.
Escalate issues only when necessary, providing complete context and documentation.

4. Revenue Signals, Cross-Sell & Proactiveness

Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
Highlight relevant MyOperator products or features based on the customer’s needs.
Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene

Follow defined support processes, workflows, and communication guidelines.
Ensure accurate and timely CRM updates for all tickets and customer interactions.
Participate in new process rollouts, tool adoption, and team initiatives.

Requirements

Skills & Competencies

Must-Have Skills

Strong verbal and written communication skills in English (Hindi or regional languages are a plus).
Strong customer-first mindset with problem-solving ability.
Ability to multitask across calls, chats, and tickets simultaneously.
Comfortable working with CRM tools and support dashboards.
Willingness to work in shifts and weekends as per business requirements.

Good-to-Have Skills

Prior experience in B2B SaaS, telecom, or customer support roles.
Experience handling chat or omnichannel support environments.
Basic understanding of CRM platforms or cloud communication tools.

Behavioural Expectations

Ownership-driven: Takes responsibility and ensures problems are resolved completely.
Process-oriented but customer-centric: Balances internal processes with customer satisfaction.
Comfortable working with targets, SLAs, and performance scorecards.
Open to feedback, coaching, and continuous improvement.
Strong team player who collaborates well with Team Leads and Account Managers.

About MyOperator

MyOperator is a Business AI Operator, a category leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform.

Role Overview

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email.

You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity

Handle inbound calls, chats, and email tickets professionally and efficiently.
Ensure accurate ticket creation and categorisation in the CRM for every interaction.
Resolve customer issues within defined SLAs (majority within 4 business hours).
Maintain high First Contact Resolution (FCR) for IVR interactions.
Maintain quick First Response Time (FRT) for chat and email tickets.
Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction

Deliver a positive, empathetic, and solution-oriented experience during every customer interaction.
Maintain high Customer Satisfaction (CSAT) scores by setting the correct expectations.
Ensure customers clearly understand the resolution before closing tickets.
Provide complete and accurate support to ensure issues are fully resolved.

3. Ownership & Accountability

Take end-to-end ownership of assigned tickets until closure.
Avoid unnecessary escalations by resolving issues at the first touchpoint whenever possible.
Proactively follow up on pending cases and ensure closure within the defined SLA.
Escalate issues only when necessary, providing complete context and documentation.

4. Revenue Signals, Cross-Sell & Proactiveness

Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
Highlight relevant MyOperator products or features based on the customer’s needs.
Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene

Follow defined support processes, workflows, and communication guidelines.
Ensure accurate and timely CRM updates for all tickets and customer interactions.
Participate in new process rollouts, tool adoption, and team initiatives.

Requirements

Skills & Competencies

Must-Have Skills

Strong verbal and written communication skills in English (Hindi or regional languages are a plus).
Strong customer-first mindset with problem-solving ability.
Ability to multitask across calls, chats, and tickets simultaneously.
Comfortable working with CRM tools and support dashboards.
Willingness to work in shifts and weekends as per business requirements.

Good-to-Have Skills

Prior experience in B2B SaaS, telecom, or customer support roles.
Experience handling chat or omnichannel support environments.
Basic understanding of CRM platforms or cloud communication tools.

Behavioural Expectations

Ownership-driven: Takes responsibility and ensures problems are resolved completely.
Process-oriented but customer-centric: Balances internal processes with customer satisfaction.
Comfortable working with targets, SLAs, and performance scorecards.
Open to feedback, coaching, and continuous improvement.
Strong team player who collaborates well with Team Leads and Account Managers.

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About MyOperator - VoiceTree Technologies

Founded :

2013

Type :

Product

Size :

100-500

Stage :

Bootstrapped

About

MyOperator is a Business AI Operator and a category leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform.

Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single no-code platform.

Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement.

MyOperator is a Business AI Operator and a category leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform.

Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement.

MyOperator - VoiceTree Technologies's video section

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Vijay Muthu

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