Customer Support Executive |email Support| | Onsite

Sales and Support

Customer Support Executive (email Support) - Onsite

Pune, Maharashtra | Full Time

About Amber (amberstudent.com):

Long-term accommodation booking platform for students (think booking.com for student housing). Amber helps 80M+ students worldwide, find and book full-time accommodations near their universities, without the hassle of negotiation, non-standardized and cumbersome paperwork, and broken payment process. We are the largest and fastest-growing student housing platform globally, with 1M+ units listed in 6 countries and across 100+ cities. We are growing rapidly and targeting $1.2B in annual gross bookings value by 2026.

If you are passionate about making international mobility and living, seamless and accessible, then - Join us in building the future of student housing!

(We are amongst the fastest growing companies in the Asia Pacific as per Financial Times https://www.ft.com/high-growth-asia-pacific-ranking-2026)

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Individual responsibilities:

Respond promptly and professionally to incoming customer inquiries by email.

Maintain updated knowledge of the organization's products, services, and customer service policies.

Document customer interactions when necessary, compiling documents and forwarding information to interested parties.

Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.

Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits.

Participate in training opportunities provided by the organization.

Establish and maintain good rapport with customers by using positive language and anticipating their needs.

Assign tickets to respective associates/managers.

Highlight discrepancies caused because of associate negligence,

Be responsible for closing all tickets within the assigned timeline.

Maintain necessary SLAs for the smooth functioning of the department.

Take total accountability for CSAT.

Skills required:

Familiarity with customer-relationship management (CRM) software programs.

Customer orientation and ability to adapt/respond to different types of characters.

Excellent communication and presentation skills.

Ability to multitask, priorities, and manage time effectively.

2+ years of previous customer service experience a plus.

Friendly and welcoming manner with clients and other members of the customer service team

Ability to explain complex concepts in a clear, simple manner to customers.

Strong command of written and verbal English.

Ability to maintain a calm and polite manner in stressful situations.

Willingness to cooperate with customers and management to resolve any issues.

Qualifications:

Minimum 70% required in academics