Customer Service Associate

JOB DESCRIPTION - CUSTOMER SERVICE ASSOCIATE

Company Overview:

Airveda is a mission based company helping people breathe well, live well. We build end to end air quality monitoring IOT systems for indoor as well as outdoors helping grow citizen awareness and actions, as well as enabling schools, offices etc to provide healthier environments for their occupants.
Our Air Quality Monitors are completely made in India, and one of the most advanced in the market. They have a host of connectivities like WiFi, GSM, Ethernet, Modbus-RTU, Modbus-IP etc., touch screen displays, long battery life as well as remote calibration support. Data from our devices can be viewed in our mobile apps on both iOS and Android as well as on our web dashboards and TV displays. All our manufacturing and software development is in-house with a strong team of engineers across embedded, AI/ML, iOS and android mobile App development as well as full stack engineers.
Learn more at: https://www.airveda.com

Location: Sector 54, Gurugram
Job Type: Full-Time,
WFO Mon-Sat

Key Responsibilities:

Respond promptly and professionally to customer inquiries across phone, email, live chat, and CRM/ticketing systems, ensuring efficient issue identification and resolution
Provide accurate information related to products, features, pricing, and policies, while guiding customers through troubleshooting, installation, and setup processes
Maintain a customer-centric approach by actively listening, communicating clearly, and fostering strong customer relationships to enhance overall satisfaction
Accurately document all customer interactions, issues, resolutions, and follow-up actions in the CRM system, ensuring updated and detailed records for internal use
Collaborate with technical, sales, and operations teams to resolve escalated issues and share customer insights to support continuous improvement
Stay updated on new product releases, feature enhancements, and system changes to provide informed and effective assistance
Provide regular feedback to management on recurring issues and customer trends to support service and process improvements

Required Skills:
Demonstrates strong verbal and written communication skills, active listening, and the ability to convey information clearly and professionally
Quickly identifies customer issues, applies critical thinking under pressure, and provides effective, practical solutions while maintaining composure in challenging situations
Possesses a solid understanding of company products and services, with the ability to guide customers through technical steps, troubleshooting processes, and product updates
Efficiently manages multiple inquiries, prioritizes tasks based on urgency, accurately documents interactions, and pays close attention to important details
Adapts well to new processes, tools, and customer personalities, while maintaining professionalism, a positive attitude, and proficiency in CRM and support platforms such as Zoho, Salesforce, and related tools

Qualifications:
Prior experience in customer service or support roles 1+ years.
Bachelor’s degree in any discipline (Technical degree is a plus)
Fluent in English- Speaking & Writing
Proficiency in MS Office and CRM platforms