62 Customer Service jobs in Neyyattinkara

• Provide high-level technical support and troubleshooting for complex customer inquiries via phone, email, and chat.
• Serve as an escalation point for challenging customer issues, working towards swift and satisfactory resolutions.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.
• Analyze customer feedback and support trends to identify areas for product or service improvement.
• Train and mentor junior support staff, sharing best practices and technical expertise.
• Collaborate with product development and engineering teams to relay customer feedback and advocate for feature enhancements.
• Manage customer relationships proactively, ensuring consistent satisfaction and retention.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify opportunities to upsell or cross-sell products/services where appropriate.
• Contribute to the development and implementation of customer service policies and procedures.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 3-5 years of experience in a customer service or technical support role, with at least 1-2 years in a senior or lead capacity.
• Proven ability to troubleshoot and resolve complex technical issues across various platforms or software.
• Excellent verbal and written communication skills, with a patient and empathetic demeanor.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Experience in developing support documentation and training materials.
• Ability to work effectively under pressure and manage multiple priorities.
• A genuine passion for customer advocacy and delivering exceptional service.
• Familiarity with (mention relevant technology if applicable, e.g., SaaS products, hardware troubleshooting) is a plus.

• Lead and manage a team of technical support specialists, fostering a positive and productive work environment.
• Oversee daily support operations, ensuring efficient ticket management and timely resolution of customer issues.
• Monitor and ensure adherence to Service Level Agreements (SLAs).
• Provide coaching, training, and performance feedback to team members.
• Handle escalated customer inquiries and complex technical issues.
• Develop and maintain support documentation, FAQs, and knowledge base articles.
• Collaborate with product and engineering teams to identify and resolve software bugs and issues.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Implement and refine customer support processes and best practices.
• Champion a customer-centric culture within the support team.

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Minimum of 4 years of experience in customer service or technical support, with at least 2 years in a team lead or supervisory role.
• Proven experience managing a technical support team.
• Strong understanding of software products and technical troubleshooting.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to motivate and guide a team effectively.
• Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Experience working in a Hybrid work environment is a plus.

• Lead, mentor, and motivate a team of technical support representatives.
• Set performance goals and KPIs for the team and individual members.
• Monitor team performance and provide regular feedback and coaching.
• Handle and resolve complex customer technical issues and escalations.
• Ensure adherence to customer service standards and protocols.
• Identify trends in customer issues and collaborate with relevant departments to implement solutions.
• Train new team members and conduct ongoing training for the existing team.
• Develop and update support documentation and knowledge base articles.
• Assist in the recruitment and onboarding of new customer service staff.
• Contribute to the continuous improvement of customer service processes and tools.

• Bachelor's degree in a related field or equivalent work experience.
• Minimum of 4 years of experience in customer service or technical support, with at least 2 years in a supervisory or leadership role.
• Proven experience in leading and managing a customer service team.
• Strong understanding of technical support principles and common troubleshooting techniques.
• Excellent problem-solving and conflict-resolution skills.
• Exceptional communication, interpersonal, and customer-handling skills.
• Ability to work effectively in a hybrid work environment.
• Proficiency in using CRM software and ticketing systems.
• Experience in performance management and coaching.
• A customer-centric approach and a passion for delivering excellent service.

2COMS  is one of India’s leading organizations. It’s not just one brand but a group of companies delivering excellence in multiple fields. Established almost three decades ago, we have been serving as a Complete Human Supply Chain Management Group.

JobsAcademy  is a part of 2COMS Group  and it is an award-winning skill development organization, recognized by the Ministry of Skill Development & Entrepreneurship, Government of India . Some of their core verticals include:

·   Skill development programs funded by the Government of India

·   Train, Hire and Deploy resources for the industry

·   Implement vocational training programs for high school students

·   Execute training programs funded by corporate CSR

JobsAcademy  is accredited to EC- Council, CompTIA, AWS re/Start, Future Skills Prime, Go Daddy, Cloud Credential Council, NSDC .

It brings large-scale opportunities for technical trainers  who have knowledge and skills in multiple technologies. This opportunity follows HTD program  in which aspiring candidates are to be trained for MNCs . First We Hire , Then We Train  and Finally Deploy  the skilled technical professionals in the Tech-Giants. The HTD program from JobsAcademy  is designed to give existing IT professionals the exposure and opportunity they need to break away from the conventional jobs and enter into highly targeted, and career-advancing roles.

To know more about us. Please click below.

2COMS - 

Jobs Academy - 

• Respond to customer inquiries and resolve issues promptly and professionally via multiple channels (phone, email, chat).
• Provide accurate information about products, services, and policies.
• Troubleshoot technical issues and guide customers through step-by-step solutions.
• Process orders, returns, and exchanges accurately and efficiently.
• Document customer interactions, issues, and resolutions in the CRM system.
• Escalate complex issues to appropriate departments or senior team members.
• Identify and report trends in customer inquiries to improve products and services.
• Contribute to building a positive and supportive team environment.
• Follow company guidelines and procedures to ensure consistency in service delivery.
• Gather customer feedback and strive for first-contact resolution whenever possible.

• High school diploma or equivalent; associate's or bachelor's degree is a plus.
• Minimum of 2 years of experience in customer service, technical support, or a related field.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Basic computer literacy and familiarity with common software applications.
• Team player with a positive attitude and strong work ethic.
• Adaptability to learn new products, services, and procedures quickly.

• Lead and manage a remote customer support team, providing guidance and motivation.
• Develop and implement customer support policies, procedures, and quality standards.
• Monitor customer service performance metrics and identify areas for improvement.
• Handle and resolve escalated customer inquiries and complaints efficiently and professionally.
• Train new customer support representatives and provide ongoing coaching.
• Create and maintain comprehensive support documentation and knowledge base articles.
• Analyze customer feedback and trends to identify product or service enhancements.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage the customer support ticketing system and ensure efficient workflow.
• Foster a positive and customer-focused team environment.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer service or support roles, with at least 2 years in a leadership or supervisory capacity.
• Proven experience managing remote teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and helpdesk ticketing systems.
• Strong understanding of customer service principles and best practices.
• Ability to train and mentor team members effectively.

• Lead, train, and mentor a team of customer support representatives in a remote setting.
• Monitor team performance, provide feedback, and conduct regular performance reviews.
• Handle escalated customer issues, ensuring timely and satisfactory resolution.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Collaborate with other departments (e.g., Sales, Product, Engineering) to address customer concerns and improve overall service.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Create and maintain knowledge base articles, training materials, and best practice guides for the support team.
• Onboard and train new customer support representatives.
• Champion a positive and customer-centric culture within the support team.
• Stay updated on product knowledge and industry best practices to effectively guide the team.
• Manage scheduling and resource allocation for the remote support team.
• Report on team performance and customer satisfaction to senior management.

• High school diploma or equivalent; Bachelor's degree in Business Administration or a related field is preferred.
• Minimum of 4 years of experience in customer service or support roles, with at least 1-2 years in a leadership or supervisory capacity.
• Proven experience managing and motivating remote teams.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving, analytical, and conflict-resolution skills.
• Exceptional communication, interpersonal, and coaching skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage multiple priorities and delegate tasks effectively.
• Experience in developing training materials and knowledge bases.
• Comfortable working independently in a remote environment with a high degree of autonomy.
• Adaptability and a proactive approach to challenges.