Customer Support Officer

About Times Internet

At Times Internet, we create premium digital products that simplify and enhance the lives of millions. As Indias largest digital products company, we have a significant presence across a wide range of categories, including News, Sports, Fintech, and Enterprise solutions.

Our portfolio features market-leading and iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, Times Card, Indiatimes, Whatshot, Abound, Willow TV, Techgig, and Times Mobile among many more. Each of these products is crafted to enrich your experiences and bring you closer to your interests and aspirations.

As an equal opportunity employer, Times Internet strongly promotes inclusivity and diversity. We are proud to have achieved overall gender pay parity in 2018, verified by an independent audit conducted by Aon Hewitt.

We are driven by the excitement of new possibilities and are committed to bringing innovative products, ideas, and technologies to help people make the most of every day. Join us and take us to the next level!

ET is Indias largest and most respected business, markets and personal finance news platform. We inform and actively engage business leaders, investors and entrepreneurs in driving economic growth and opportunity. We bring you the latest, in-depth coverage of the economy, stock markets, business developments and personal finance changes everyday. ET is Indias No.1 Business News Destination with the highest number of loyal business news readers.

About the Role:

As a Customer Support Executive for Economic Times Prime, you will be the first point of contact for our valued subscribers. Your primary responsibility is to provide excellent customer service by addressing queries, resolving issues, and ensuring a seamless experience for our readers. You will assist with account management, technical support, subscription inquiries, and help maintain our reputation for delivering top notch services.

Work Responsibilities:

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  Customer Interaction: Handle incoming customer queries via email, chat, phone, related to ET Prime subscriptions.
• Technical Support: Assist users in troubleshooting access issues for the website, mobile app, and e-papers.
• Problem Resolution: Resolve complaints and issues in a timely manner by coordinating with internal teams such as Product Managers or Tech Teams.
• Escalate complex problems to the relevant teams and follow through until resolution.
• Proactive Outreach: Regularly follow up with customers who have expressed concerns or dissatisfaction to ensure their issues are resolved and their experience is improved.
• Reporting: Track and log customer interactions, ensuring that the records are maintained accurately for future reference and analysis. Generate reports on customer feedback and suggest service improvements.
• Knowledge Sharing: Keep up-to-date with all ET Prime features, offers, and services to effectively address customer queries and provide accurate information.