11 Customer Service Roles jobs in Ulhasnagar

Job Title:
Customer Service Representative
Job Description
The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
**Essential Functions/Core Responsibilities**
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Maintain basic knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
In case you are selected for a Content Moderator role, please note that:
1. The nature of the job will include accessing explicit content that includes text, picture, video etc.
2. It will involve content creation; moderation & review of content uploaded on the platform. The reported content will need to be reviewed to find out any kind of abuse including & not limited to Violence, Extremism, Pornography, & Ultra Graphic along with a wide variety of content supporting or opposing religious, sexual, social thought process or behaviors.
3. It includes reviewing content that may be sensitive in nature and need to focus whether reviewed content is in violation of our client's terms of service
**Candidate Profile**
- Graduate / Undergraduate in any discipline (may vary basis the job requirement)
- 0 to 3 years of relevant experience
- Courteous with strong customer service orientation
- Strong computer navigation skills and PC Knowledge
- Ability to effectively communicate, both written and verbally
- Dependable with strong attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently
- Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
- Ability to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
*Job requirements may vary by country and will not contravene any local laws
**Career Framework Role**
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
**- Ability to effectively communicate, both written and verbally**
- Listen attentively to customer needs and concerns; demonstrate empathy
- Clarify customer requirements; probe for and confirm understanding of requirements or problem
- Confirm customer understanding of the solution and provide additional customer education as needed
- Ability to learn including strong problem-solving skills
- Demonstrate strong probing and problem-solving skills
- Should be able to handle complex queries
- Should be able to resolve customer queries independently
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
NOTICE: Recruitment Fraud Alert
**Concentrix hires people solely based on merit. We do not request or accept payments or security deposits from candidates during our hiring process. We also don't solicit payment to verify a candidate's banking information upon employment. If you or anyone else receives unexpected communication about a job offer or interview that involves money, please be vigilant and identify it as a potential scam.**
**Learn more:** ** Thane - G-Corp, Maharashtra
Language Requirements:
Time Type:
Full time
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Our client is seeking an experienced and motivated Customer Service Lead to guide their support team in Thane, Maharashtra, IN . This hybrid role requires a leader who can balance on-site team management and training with remote oversight and strategic planning. The ideal candidate will be passionate about delivering exceptional customer experiences, possess strong problem-solving skills, and have a proven ability to mentor and motivate a team. You will be instrumental in maintaining high standards of customer satisfaction and resolving complex customer issues.

Responsibilities:

• Lead, train, and mentor a team of customer service representatives to ensure high performance and customer satisfaction.
• Monitor customer interactions and provide constructive feedback to team members.
• Handle escalated customer inquiries and complaints, resolving them efficiently and professionally.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Collaborate with other departments to ensure seamless customer support and issue resolution.
• Manage team schedules and ensure adequate coverage across shifts.
• Contribute to the development and delivery of customer service training programs.
• Track and report on key customer service metrics, such as response times, resolution rates, and customer satisfaction scores.
• Stay updated on product knowledge and company policies to provide accurate information to customers.
• Identify opportunities to improve customer service processes and tools.
• Foster a positive and collaborative team environment.
• Manage team performance through regular one-on-one meetings and performance reviews.
• Act as a point of escalation for complex customer issues that cannot be resolved by the team.
• Ensure adherence to service level agreements (SLAs).

Qualifications:

• High school diploma or equivalent; Bachelor's degree preferred.
• Minimum of 3 years of experience in customer service, with at least 1 year in a leadership or supervisory role.
• Proven ability to lead, motivate, and develop a customer service team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in customer relationship management (CRM) software and helpdesk systems.
• Experience with managing hybrid or remote teams is a plus.
• Ability to work effectively in a fast-paced environment.
• Strong organizational and time-management skills.
• Adaptability and willingness to learn new processes and technologies.

This is a rewarding opportunity for a Customer Service Lead to make a significant impact on customer satisfaction and team development in Thane, Maharashtra, IN .

Role : Team Lead - Customer Service in Chemical / Pharma / API Intermediates manufacturing industry.

Candidates preferred from above industry only.

Purpose of the Position

The Customer Service (CS) Team Lead plays a pivotal role in translating the CS India strategy into operational execution. They lead day-to-day CS operations, ensure timely delivery of services, and collaborate across functions (Sales, SCM, Logistics) to maintain smooth customer service processes. People Management ability to skillfully lead and nurture team to deliver

exceptional customer experience and meet organizational objectives.

"Empower your team by setting clear service goals and performance objectives. Guide members in organizing their daily workflows while offering hands-on support both administratively and technically—to ensure smooth operations and exceptional customer experiences. Foster a collaborative environment where accountability, empathy, and continuous improvement thrive."

Key Responsibilities :

Strategic & Operational Leadership

• Align with Head of CS India and CS Hub Lead to implement regional strategy and KPIs.
• Lead and manage CS team operations, ensuring workload coverage and milestone achievement.
• Drive continuous improvement and foster a performance-oriented culture.

Customer Relationship Management

• Act as the interface between external customers and internal teams.
• Ensure high levels of customer satisfaction and timely resolution of issues.

Compliance & Reporting

• Ensure adherence to CS policies and compliance standards.
• Generate dashboards and analytics for KPI tracking and reporting.

Team Development

• Upskill and mentor CS team members for career growth.
• Hire and train new team members to maintain service continuity.

Core Leadership Responsibilities

• Represent CS team to internal stakeholders (Finance, Procurement, Logistics, Sales).
• Support business functions in order processing, supply chain, and warehouse operations.
• Manage Order-to-Cash (O2C) processes for assigned accounts.
• Oversee operational rollouts and automation projects.
• Ensure business continuity through backup planning and operational matrix.
• Address stock discrepancies, overdue follow-ups, and customer non-conformance issues.

Operational Oversight

• End-to-end customer support and satisfaction.
• Guide supply chain and order processing for local inventory.
• Coordinate overseas shipments and import documentation.
• Manage transport contractors for timely deliveries.
• Act as Trade Compliance Manager for Resource Efficiency (India).
• Execute SAP functions (invoicing, PO creation, goods receipt).
• Support complaint handling, sample requests, and business forecasting.

Qualifications & Skills

Education & Experience

• 8- 10 years of experience in Customer Service and People Leadership.
• Team building, coaching, mentoring and developing.
• Ability to work in structured manner
• Strategic mindset to involves proactive planning and data driven decision-making to elevate customer satisfaction and contribute to long-term business goals
• People Management ability to skillfully leading and nurturing team to deliver exceptional customer experience and meet organizational objectives.

Technical Knowledge

• Proficiency in:
• SAP (R11, I11, Q11, W11), SAP-IBP
• CRM (CARAT Reports, Complaints)
• Power BI
• CUPSET+, ECPW
• Import System

Additional Skills

• Strong analytical skills and experience with dashboards and reporting tools.

Interested candidates can share their updated resume on or whatsapp on .

Job Title : Team Lead – Customer Service

Reporting To : Head - Customer Service (India Region)

Entity : Evonik India Pvt. Ltd.

Work Location : Thane

Purpose of the position:

• The role of the CS Team Lead is in conjunction with the Head of CS & team members to jointly translate the CS India strategy into operational elements. The Team Leader operationally leads the teams, answers team members questions and provide advice coordinating with supervisor and related functions.
• The CS Team Lead, has the responsibility to lead day-to-day operational CS activities with the CS team on the local platform, to meet the needs of the internal and external customers. The CS Team Lead ensures that the CS workload is covered in a timely manner, milestones and KPIs met, process and systems tools are followed.
• She/he will monitor the customer service processes working together with other internal functions like sales, SCM and logistics to ensure smooth fulfilment of processes.

Key Responsibilities:

• Responsible for complete customer service processes and related operation for customer service and all activities provided by Head CS India.
• Liaison with the CS Hub Lead, India to align regional KPIs and operating strategy for India’s CS.
• Functional Team Lead of CS employees to ensure operational efficiency.
• Coordinate and implement continuous improvement processes and respective work culture
• Build and maintain excellent customer relationships by acting as an effective interface between the external customers and internal customers of the Company.
• Dashboards and Analytics: Generate data required for reports, including monthly KPI monitoring and reporting to CS management.
• Ensure compliance with all regional and local CS processes and policies. Be responsible for all compliance activities within the CS Function and ensure team compliance
• Development of the CS Team with the objective of upskilling the team members to enable further career development.

Core leadership responsibilities will include the below key areas of support:

• Ensure alignment and represent the team to various stakeholders, incl. local finance team, procurement, BPS, Logistics, BL Sales, BL SCM, Oversee the full scope of the operational CS activities.
• Ensure the relevant operational and process requirements are in place for CS employees.
• Support the Business function in order processing, supply chain, logistic operation/ warehouse management & act as a general communication channel to the customers of the Company.
• Manage O2C business for assigned accounts.
• Oversee operational project roll outs on the local CS platform, both processes and automation.
• Responsibility for ensuring operational matrix and ensuring back-up in place at all times for all BL to ensure business continuity.
• Monthly follow up with the CS team regarding feedback of stock discrepancies and overdue.
• Focus on improving individual outcomes of the CS Team
• Follow up on Non-conformance raised by customers
• Hiring and training a new member. Provide resources to ensure service continuity.
• Ensure team members are well trained and equipped to handle appropriate management of activities.

Oversee below operational activities of CS Team members: (Including but not limited to)

• End to end Customer satisfaction and support
• Guide teams to ensure seamless management of Supply Chain and Order processing for local warehouse inventory. Ensure Fluent order management on Evonik SAP Platform.
• Overseas Shipment coordination, Import documentation and coordinating with India logistics department on a seamless clearance process.
• Ensure efficient transport management with contractors to ensure deliveries to customers are made on time.
• Trade Compliance Expert / Manager for Resource Efficiency – India region within the area of responsibility as per Evonik guidelines;
• SAP Procedures: SAP, payment / collection follow-up from customers. Performing relevant SAP functions – creating Invoice/Purchase order, Goods Receipt etc.
• Assisting Business Personnel for Complaints / Sample Requests.
• Assisting team in Business Forecasting.

Education, Certification and/or relevant experience required

• 8-10 years of strong Customer Service in Chemical / Pharma industry with large team handling experience.
• SAP Know how is must
• Team Handling experience is a must.

Our client is seeking an experienced and empathetic Customer Service Lead to manage and inspire a high-performing, fully remote customer support team. This role is crucial for ensuring exceptional customer satisfaction and operational efficiency. You will be responsible for setting service standards, training team members, handling escalated issues, and implementing strategies to improve the overall customer experience. This is a remote-first position, enabling you to work from the comfort of your home.
Responsibilities:

• Lead, mentor, and motivate a remote team of customer service representatives.
• Set clear performance expectations and provide regular feedback and coaching.
• Develop and implement customer service policies and procedures to ensure consistency and quality.
• Handle complex customer inquiries and escalated issues with professionalism and efficiency.
• Monitor customer service metrics (e.g., response time, resolution rate, customer satisfaction scores) and identify areas for improvement.
• Train new team members on product knowledge, service standards, and support tools.
• Collaborate with other departments to resolve customer issues and improve product/service offerings.
• Manage schedules and ensure adequate coverage for all support channels.
• Identify trends in customer inquiries and provide feedback to relevant teams for product or service enhancements.
• Stay up-to-date with industry best practices in customer service and support technologies.
• Champion a customer-centric culture within the team.

Qualifications:

• Proven experience (4+ years) in customer service, with at least 2 years in a supervisory or leadership role.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to lead and motivate a remote team.
• Strong understanding of customer service principles and best practices.
• Proficiency with CRM software and customer support platforms.
• Ability to handle challenging customer interactions calmly and effectively.
• Excellent organizational skills and attention to detail.
• Experience in developing training materials and conducting team training sessions.
• Ability to work independently and manage time effectively in a remote environment.
• A passion for delivering outstanding customer experiences.
• High school diploma or equivalent required; Bachelor's degree is a plus.

This is an exciting opportunity to shape the customer experience for a growing company while enjoying the benefits of a fully remote role. If you are a natural leader with a dedication to customer success, we encourage you to apply.

Our client is seeking an experienced and dynamic Customer Service Team Lead to manage and inspire a team of customer support representatives in Thane, Maharashtra, IN . This role is critical in ensuring exceptional customer service delivery, driving team performance, and maintaining high levels of customer satisfaction. The Team Lead will be responsible for coaching, training, and motivating the team, handling escalations, and implementing strategies to enhance the overall customer experience.

Key Responsibilities:

• Lead, coach, and mentor a team of customer service representatives to achieve performance goals and deliver outstanding service.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle customer escalations and complex inquiries, resolving issues efficiently and effectively.
• Develop and implement training programs to enhance team skills and product knowledge.
• Ensure adherence to company policies, service standards, and quality benchmarks.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with other departments to resolve customer issues and improve cross-functional processes.
• Manage team scheduling, workload distribution, and ensure adequate coverage.
• Maintain up-to-date knowledge of products, services, and company policies.
• Foster a positive and supportive team environment, promoting teamwork and collaboration.
• Identify opportunities for process improvements in customer service operations.
• Track key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Onboard and train new team members effectively.
• Act as a point of escalation for complex technical or customer-related issues.
• Contribute to the development and refinement of customer service scripts and knowledge base articles.
• Represent the voice of the customer to inform product and service development.
• Ensure all team activities align with the company's mission and values.

Qualifications:

• High school diploma or equivalent; a Bachelor's degree in Business Administration, Management, or a related field is preferred.
• Minimum of 3 years of experience in customer service or a related role, with at least 1 year in a supervisory or team lead capacity.
• Proven ability to lead, motivate, and develop a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in using CRM software and customer service tools.
• Ability to manage multiple priorities and work effectively under pressure.
• Good understanding of customer service best practices and metrics.
• Patience, empathy, and a genuine desire to help customers.
• Experience in training and coaching employees is highly desirable.
• Familiarity with (specific industry, e.g., tech, retail, finance) products/services is a plus.
• Adaptability and willingness to learn new systems and processes.
• Demonstrated ability to handle difficult customer situations professionally.

This role offers a fantastic opportunity to make a tangible impact on customer satisfaction and drive team success. If you are a natural leader with a passion for service excellence, we encourage you to apply.

Our client is looking for a dynamic and experienced Customer Service Team Lead to manage and inspire a team of customer service representatives at their facility in Thane, Maharashtra, IN . This role requires a hands-on approach to leading a team dedicated to providing exceptional customer support. You will be responsible for coaching, mentoring, and developing your team members, setting performance goals, and monitoring their progress. Your duties will include handling escalated customer complaints, resolving complex issues, and ensuring adherence to service level agreements (SLAs). You will also be involved in training new hires, developing training materials, and implementing best practices in customer interaction. Analyzing customer feedback and service metrics to identify areas for improvement and implementing strategies to enhance customer satisfaction will be a key part of your role. You will foster a positive and collaborative team environment, promoting a customer-centric culture throughout the department. Excellent communication, problem-solving, and interpersonal skills are essential for success in this role. A minimum of 4 years of experience in customer service, with at least 2 years in a leadership or supervisory role, is required. A bachelor's degree in a relevant field is preferred. Strong understanding of customer relationship management (CRM) software and call center operations is a must. You will work closely with management to contribute to the overall customer service strategy of the company.

Our client is seeking a highly motivated and experienced Senior Customer Service & Support Specialist to join their dedicated team in **Thane, Maharashtra, IN**. This role is pivotal in ensuring exceptional customer satisfaction and providing effective solutions to client inquiries and issues. You will be the primary point of contact for customers, handling a wide range of support requests via phone, email, and chat. The Senior Specialist will be responsible for troubleshooting complex customer problems, guiding them through product usage, and resolving technical or account-related issues with efficiency and professionalism. A key aspect of this role involves identifying customer needs, providing appropriate solutions, and escalating issues that require further attention to relevant departments. You will also contribute to improving customer service processes, developing support documentation, and training junior team members. The ideal candidate will possess excellent communication and interpersonal skills, a strong understanding of customer service principles, and the ability to remain calm and empathetic under pressure. Experience with CRM software and a good technical aptitude are essential. You will play a crucial role in building and maintaining strong customer relationships, ensuring a positive brand experience. This is an excellent opportunity for a seasoned customer service professional looking to take on more responsibility and contribute to the success of a dynamic organization. A proactive approach to problem-solving and a commitment to customer advocacy are highly valued.

Key Responsibilities:

• Provide high-level customer support via phone, email, and chat channels.
• Address and resolve complex customer inquiries, complaints, and technical issues.
• Troubleshoot product and service-related problems, offering effective solutions.
• Educate customers on product features, services, and best practices.
• Escalate unresolved issues to appropriate teams and follow up to ensure resolution.
• Maintain detailed customer interaction records in the CRM system.
• Identify trends in customer inquiries and provide feedback for service improvements.
• Develop and update customer support documentation, FAQs, and knowledge base articles.
• Train and mentor junior customer service representatives.
• Contribute to team goals and foster a positive customer-centric environment.
• Ensure customer satisfaction by delivering prompt, professional, and helpful support.
• Collaborate with other departments to improve overall customer experience.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 3-5 years of experience in customer service or technical support roles.
• Proven experience handling complex customer issues and escalations.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a customer-first attitude.
• Technical aptitude and ability to understand product functionalities.
• Previous experience in a senior or lead support role is advantageous.

Our client is seeking a dedicated and experienced Technical Support Lead to manage their remote customer service and helpdesk operations. This position is fully remote, offering the flexibility to lead and inspire a distributed team of support professionals. You will be responsible for ensuring the highest level of technical assistance and customer satisfaction, troubleshooting complex technical issues, and developing efficient support processes. The ideal candidate will possess strong technical acumen, excellent leadership skills, and a deep commitment to customer service excellence.

Key Responsibilities:

• Lead and manage a remote team of technical support agents, providing guidance, training, and performance feedback.
• Oversee the day-to-day operations of the customer service helpdesk, ensuring timely and effective resolution of customer inquiries.
• Develop and implement best practices for technical support, troubleshooting, and customer interaction.
• Monitor support ticket queues, identify trends, and implement proactive solutions to reduce issue volume.
• Act as a point of escalation for complex technical issues, providing in-depth troubleshooting and resolution.
• Collaborate with product development and engineering teams to identify and address product bugs and enhancement requests.
• Create and maintain a comprehensive knowledge base of technical solutions and FAQs.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
• Analyze support data to identify areas for process improvement and team development.
• Contribute to the development and improvement of support tools and technologies.
• Train new support team members on product knowledge, support processes, and customer service standards.
• Foster a positive and collaborative team environment among remote staff.

Qualifications:

• Minimum of 4 years of experience in technical support or customer service, with at least 2 years in a leadership or supervisory role.
• Strong technical background with proficiency in troubleshooting software and hardware issues.
• Excellent understanding of customer service principles and best practices.
• Proven ability to lead and motivate a remote team effectively.
• Proficiency with helpdesk and ticketing systems (e.g., Zendesk, Jira Service Management).
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to work independently, manage priorities, and meet deadlines in a remote setting.
• Experience with SaaS products and cloud-based technologies is a plus.
• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• A passion for customer advocacy and technical problem-solving.

This is a fantastic opportunity to lead a vital team and shape the customer support experience for a growing company. If you are a technically proficient and customer-focused leader with a passion for building strong remote teams, we encourage you to apply. Our client is committed to providing outstanding support and fostering a culture of continuous improvement.