Customer Support Representative

We are looking for a proactive and customer-focused Customer Support Representative (CSR) to join our growing team at Ava Finance. In this role, you will serve as the first point of contact for our customers, providing accurate information, resolving issues efficiently, and ensuring a seamless customer experience. Your goal will be to deliver exceptional service standards, respond promptly to customer inquiries, and maintain high levels of customer satisfaction through professionalism, empathy, and problem-solving skills. Key Responsibilities • Act as the primary representative of Ava, delivering high-quality support across all customer interactions. • Resolve customer inquiries efficiently by providing accurate information and effective solutions within service timelines. • Take end-to-end ownership of customer issues, coordinating with internal teams to ensure timely resolution. • Adhere to company policies, communication standards, and data confidentiality requirements while using support systems effectively. • Build strong customer relationships through professionalism, proactive engagement, and a commitment to exceeding expectations. • Meet or exceed performance metrics including AHT, FCR, CSAT, and SLA compliance. • Accurately document customer interactions, actions taken, and outcomes in CRM systems. Requirements & Skills To succeed in this role, you should have: • A Bachelor’s degree (mandatory). • 1 year of customer service experience. • Strong command of the English language, with excellent written and verbal communication skills. • Flexibility to work on weekends and holidays, as required. • A customer-first mindset with strong problem-solving abilities. • Willing to work Rotational Shifts Day/Night The ability to work efficiently in a fast-paced, on-site environment. What We Offer • Opportunity for a full-time permanent position after successful completion of a 3-month contract. • Highly competitive salary with performance-driven growth opportunities. • Paid training to help you succeed in your role. • Commuter assistance as part of our benefits package. Work Location On-site – Jalandhar Ready to Grow Your Career? If you’re passionate about customer service and ready to build a rewarding career, we’d love to hear from you. Send us your resume and kickstart your career growth with Ava Finance! • Act as a knowledgeable advisor to customers by understanding their needs and guiding them effectively. • Deliver prompt and structured responses to inquiries across multiple communication channels. • Interpret customer concerns accurately to identify root causes and prevent repeat issues. • Maintain detailed and organized records of customer interactions within internal systems. • Ensure resolution quality by validating solutions before closing customer cases. • Collaborate with internal stakeholders to streamline issue resolution and improve workflows. • Monitor service performance against defined service-level expectations. • Handle sensitive customer information responsibly, ensuring compliance with data protection standards. • Adapt communication style to suit diverse customer profiles and situations. • Contribute to continuous improvement initiatives by sharing insights and service observations. • Handle a high volume of customer interactions efficiently while maintaining quality and accuracy standards. • Deliver prompt issue resolution by following defined workflows, scripts, and escalation matrices. • Meet or exceed performance metrics including AHT, FCR, CSAT, and SLA compliance. • Accurately document customer interactions, actions taken, and outcomes in CRM systems. • Identify repeat issues and flag process gaps to support continuous operational improvement. • Coordinate with internal support, quality, and escalation teams to resolve complex cases. • Maintain strict adherence to compliance, data security, and confidentiality protocols. • Adapt communication style to align with customer expectations, call flows, and quality guidelines. • Demonstrate schedule adherence, punctuality, and readiness in a shift-based environment. • Consistently deliver professional, policy-compliant interactions aligned with client and company standards. Job Types: Full-time, Permanent Pay: ₹35,000.00 - ₹40,000.00 per month Benefits: • Commuter assistance Work Location: In person