Customer Support Executive

Niftel Communications is a fast‑growing Business Process Management (BPM) and BPO services provider headquartered in Lucknow, Uttar Pradesh. Established with a focus on delivering high‑quality customer experience solutions to leading brands, the company has built a reputation for leveraging technology and a people‑first culture to drive operational excellence. With a portfolio that includes food‑delivery platforms, e‑commerce, and fintech clients, Niftel has expanded its footprint across multiple Indian cities while maintaining a strong emphasis on employee development, performance incentives, and a collaborative work environment.

The organization’s core values revolve around integrity, continuous learning, and customer obsession, making it an attractive destination for fresh talent seeking a launchpad in the service industry.

The role of Customer Support Executive is a part‑time, work‑from‑home opportunity that forms the backbone of Niftel’s Swiggy blended support process. Candidates will engage with customers through both chat and voice channels, handling queries, complaints, and service requests in a high‑volume environment. The position offers a structured schedule of 5.5 working hours per day, six days a week, with rotational shifts and a rotating weekly off.

The compensation is a fixed in‑hand amount of ₹9,000 per month, complemented by performance‑based incentives and learning allowances.

Key responsibilities include

• Respond to customer inquiries via chat and voice, ensuring timely and accurate resolution.
• Identify and troubleshoot common issues related to order status, payments, and app functionality.
• Maintain a professional and empathetic tone while adhering to brand guidelines.
• Log interactions in the CRM system, updating tickets with detailed notes.
• Escalate complex cases to senior support or technical teams as per SOPs.
• Participate in daily briefings and share feedback to improve process efficiency.
• Meet or exceed predefined service level agreements (SLAs) and quality scores.
• Contribute to knowledge‑base articles and FAQs based on recurring queries.
• Collaborate with cross‑functional teams such as product, operations, and quality assurance.
• Continuously upskill through internal training modules and external study resources.

The tech stack primarily involves chat platforms (e.g., Zendesk, Freshchat), voice call systems (e.g., Genesys, Talkdesk), and a CRM dashboard for ticket management. Familiarity with basic computer operations, internet connectivity, and a headset is essential. Growth prospects are clear: high performers can progress to Senior Support Associate, Team Lead, or Operations Manager roles within 12‑18 months, with opportunities to transition into full‑time positions or specialized domains like quality analysis or training.

Why join Niftel? The company offers a supportive remote work culture, regular performance bonuses, learning & development programs, and exposure to a leading food‑delivery brand’s operational ecosystem. Freshers gain hands‑on experience in multi‑channel support, problem‑solving, and customer relationship management, laying a solid foundation for a long‑term career in the BPO sector.