01Overview
About the Role
Magnum is seeking customer-focused and detail-oriented Customer Support Executives to join our customer experience team. This is a blended process role where 80% of your primary responsibilities will involve live chat and digital messaging, and 20% will involve voice support (inbound/outbound calls for escalations, complex queries, or quick follow-ups).
Key Responsibilities
Digital & Chat Support (80%): Handle real-time customer inquiries via live chat, email, and digital messaging platforms in a prompt, qualified, and empathetic manner.
Voice Support (20%): Assist customers via inbound or outbound calls to handle complex issues, urgent inquiries, or customer call-backs.
Issue Resolution: Troubleshoot complaints, identify root causes, and provide accurate, first-contact solutions following company guidelines and knowledge bases.
Data Management & CRM: Accurately update customer records, log interaction notes, and record call/chat feedback in the CRM database.
Multitasking: Concurrently manage 23 active chat sessions while remaining flexible to switch to voice calls when required.
Process Adherence: Follow operational procedures, standard operating scripts, and quality control guidelines across both voice and non-voice channels.
Key Qualifications & Requirements
Education: Higher Secondary (10+2) or Bachelors Degree in any discipline.
Typing Speed: Minimum 3040 WPM with 95%+ accuracy.
Communication Skills: Excellent written skills for chat support and explicit, fluent verbal communication skills for phone calls (English and Hindi/regional languages as required).
Technical Skills: Basic computer proficiency and familiarity with CRM systems, ticketing tools, or live chat software (e.g., Zendesk, Freshdesk, MS Office).
Soft Skills: Problem-solving mindset, patience, active listening, and the ability to handle difficult interactions calmly.
Flexibility: Comfortable switching between chat and phone interactions, and open to working in rotational shifts.
Job Details
Job Type: Full time
Process Type: Blended (80% Non-Voice / Chat | 20% Voice)
Location: On-site / Office-based
Working Days: 5 / 6 Days a week (Rotational Shifts)
Compensation: Competitive salary with monthly performance incentives, EPF, and health coverage benefits.
Compensation: 14,000.00 - 15,000.00 per month
Work Location: On the road .
