Customer Support Administrator

Location: Pune, India

Work Arrangement: This is a 100% on-site position in Pune, India. Applicants must currently be based in Pune. Relocation assistance is NOT available.

About the Role:

A well organized, detail-oriented Customer Support Administrator to manage customer enquiries, investigate issues, and ensure timely resolutions. Work closely with our UK Head Office to manage a high volume of emails, take ownership of more complex and timely queries, maintain accurate records, and provide excellent customer service.

Your day-to-day:

• Email & Queue Management: Monitor high-volume support inboxes, triage urgent tickets, and send clear, helpful email responses to customers.
• Issue Investigation: Look into customer accounts, trace transaction or service histories, and follow up until issues are fully resolved.
• Record Keeping & Documentation: Maintain clean customer records, log ticket updates accurately, and track recurring questions.
• Escalations & Follow-Through: Take direct ownership of escalated inquiries and coordinate across teams to find prompt answers.
• Work closely with the local Pune team and colleagues based in the UK to ensure seamless operational coverage.

What you bring to the table:

• At least 1 year of experience in customer service, administration, or customer support: Prior background managing customer queries, back-office administration, or ticketing queues, ideally within a fast-paced environment.
• Strong organizational skills and attention to detail: Consistent accuracy in entering data, updating records, and prioritizing high volumes of routine tasks without missing key steps.
• Capacity to investigate missing information, balance multiple tasks during peak hours, and meet response deadlines calmly.
• Willingness to take initiative on follow-ups, support team members when queues are heavy, and maintain open communication with the UK office.
• Ability to draft clear, polite, and grammatically correct email correspondence with international customers and team members.
• Excellent written and spoken English.

This is a 100% on-site position in Pune, India. Applicants must currently be based in Pune, India. Relocation assistance is NOT available.