About MyOperatorMyOperator is a Business AI Operator, a category leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into - one intelligent business communication platform.- Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance - all from a single no-code platform.- Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement - without fragmented tools or increased headcount.Role Overview :- As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email.- You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.- This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.Key Responsibilities :1. Customer Issue Resolution & Productivity :- Handle inbound calls, chats, and email tickets professionally and efficiently.- Ensure accurate ticket creation and categorisation in the CRM for every interaction.- Resolve customer issues within defined SLAs (majority within 4 business hours).- Maintain high First Contact Resolution (FCR) for IVR interactions.- Maintain quick First Response Time (FRT) for chat and email tickets.- Maintain high availability and responsiveness during assigned shifts.2. Customer Experience & Satisfaction :- Deliver a positive, empathetic, and solution-oriented experience during every customer interaction.- Maintain high Customer Satisfaction (CSAT) scores by setting the correct expectations.- Ensure customers clearly understand the resolution before closing tickets.- Provide complete and accurate support to ensure issues are fully resolved.3. Ownership & Accountability :- Take end-to-end ownership of assigned tickets until closure.- Avoid unnecessary escalations by resolving issues at the first touchpoint whenever possible.- Proactively follow up on pending cases and ensure closure within the defined SLA.- Escalate issues only when necessary, providing complete context and documentation.4. Revenue Signals, Cross-Sell & Proactiveness :- Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.- Highlight relevant MyOperator products or features based on the customer's needs.- Share opportunities clearly with the Account Manager via CRM or defined processes.5. Process Adherence & CRM Hygiene :- Follow defined support processes, workflows, and communication guidelines.- Ensure accurate and timely CRM updates for all tickets and customer interactions.- Participate in new process rollouts, tool adoption, and team initiatives.Requirements :Skills & Competencies :Must-Have Skills :- Strong verbal and written communication skills in English (Hindi or regional languages are a plus).- Strong customer-first mindset with problem-solving ability.- Ability to multitask across calls, chats, and tickets simultaneously.- Comfortable working with CRM tools and support dashboards.- Willingness to work in shifts and weekends as per business requirements.Good-to-Have Skills :- Prior experience in B2B SaaS, telecom, or customer support roles.- Experience handling chat or omnichannel support environments.- Basic understanding of CRM platforms or cloud communication tools.Behavioural Expectations :- Ownership-driven: Takes responsibility and ensures problems are resolved completely.- Process-oriented but customer-centric: Balances internal processes with customer satisfaction.- Comfortable working with targets, SLAs, and performance scorecards.- Open to feedback, coaching, and continuous improvement.- Strong team player who collaborates well with Team Leads and Account Managers. (ref:updazz.com)