Customer Support Representative

About The Company
Grovon Solutions is a forward-thinking technology and customer service provider dedicated to delivering exceptional solutions to global clients. With a focus on innovation, quality, and customer satisfaction, Grovon Solutions has established itself as a trusted partner in various industries including event ticketing, BFSI, and more. Our commitment to fostering a dynamic and inclusive work environment has helped us build a team of skilled professionals who are passionate about creating impactful customer experiences. As we expand our operations internationally, Grovon Solutions continues to invest in cutting-edge technology and talent to drive growth and excellence.
About The Role
We are seeking experienced Customer Support Professionals to join our growing team at Grovon Solutions. This role involves handling inbound customer interactions primarily from US-based clients, focusing on resolving inquiries related to ticket bookings, cancellations, refunds, disputes, and account management. The ideal candidate will possess strong communication skills, a customer-centric mindset, and the ability to manage multiple tasks efficiently. This position offers the flexibility of working remotely from anywhere in India, with US shift timings, providing an excellent opportunity to gain international exposure and develop your career within a global organization. As part of our team, you will play a vital role in ensuring customer satisfaction and maintaining our high standards of service excellence.
Qualifications

• Minimum of 3 years of experience in Voice/BPO operations, with at least 1 year in a US or International Voice Process.
• Prior experience in sectors such as Insurance, BFSI, Credit Card Services, Claims Processing, or Grievance Management is highly preferred.
• Excellent verbal and written communication skills in English, with a professional and clear communication style.
• Proficiency in CRM platforms such as Salesforce, Freshdesk, or similar tools.
• Demonstrated stability in employment history, showcasing commitment and reliability.

• Ability to handle complaints, escalations, and complex customer issues effectively.
• Strong problem-solving skills and a proactive approach to customer service.
  

Responsibilities

• Handle inbound calls from US customers regarding ticket bookings, cancellations, refunds, disputes, and account-related concerns with professionalism and empathy.
• Own customer grievances from registration to resolution, ensuring timely and satisfactory outcomes.
• Assist customers with platform navigation, booking issues, and escalation procedures to enhance their experience.
• Manage payment disputes and chargeback-related queries efficiently, adhering to company policies.
• Maintain accurate and detailed customer records using CRM and ticketing systems to ensure data integrity and follow-up readiness.
• Meet and exceed quality, Customer Satisfaction (CSAT), and resolution Key Performance Indicators (KPIs).

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• Collaborate with team members and supervisors to identify process improvements and contribute to a positive work environment.
  

Benefits

• Work from the comfort of your home with a fully remote setup, providing flexibility and work-life balance.
• Opportunity to work on US shift timings, gaining international work experience.
• Competitive salary packages aligned with industry standards.
• Access to ongoing training and development programs to enhance your skills.
• Be part of a growing Global Capability Centre (GCC) with opportunities for career advancement.
• Engage in a dynamic and inclusive work environment that values innovation and teamwork.
  

Equal Opportunity
Grovon Solutions is an equal opportunity employer committed to fostering an inclusive environment for all employees. We celebrate diversity and are dedicated to creating a workspace where everyone feels valued, respected, and empowered to contribute. We do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. Our commitment is to provide equal employment opportunities and ensure a fair and equitable hiring process for all candidates.