Customer Service Executive

Job Role: Customer Service ExecutiveJob Location- NoidaExperience Required- 1 to 2 Years

About Times Internet:At Times Internet, we create premium digital products that simplify and enhance the lives of millions. As India's largest digital products company, we have a significant presence across a wide range of categories, including News, Sports, Fintech, and Enterprise solutions.Our portfolio features market-leading and iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, Times Card, Indiatimes, Whatshot, Abound, Willow TV, Techgig and Times Mobile among many more. Each of these products is crafted to enrich your experiences and bring you closer to your interests and aspirations.As an equal opportunity employer, Times Internet strongly promotes inclusivity and diversity.

We are proud to have achieved overall gender pay parity in 2018, verified by an independent audit conducted by Aon Hewitt.We are driven by the excitement of new possibilities and are committed to bringing innovative products, ideas, and technologies to help people make the most of every day. Join us and take us to the next level!

About Times Of India:TOI is India's largest and most influential news publisher in English. We inform and actively engage you to drive progress at a local and national level. We bring you the latest news, analysis and videos across current affairs, business, entertainment, sports, lifestyle and culture everyday.

Role OverviewWe are looking for a customer-focused professional to manage user queries and support operations across TOI Events (including large-scale properties like awards, ticketed events, and campaigns).

The role involves handling end-to-end customer interactions across channels such as calls, emails, WhatsApp, and chat, ensuring seamless user experience across registrations, payments, and event participation.

Objectives of the RoleEnsure timely and accurate resolution of customer queries related to event registrations, nominations, and ticketingDeliver a high-quality customer experience across all touchpoints (Email, WhatsApp, Calls, Chat)Maintain strong understanding of TOI Events (Ecopreneur Awards, TOISA, Concerts, etc.)Drive quick resolution by coordinating with internal teams (Tech, Product, Finance, Sales)Maintain structured records of all customer interactions and support dataIdentify recurring issues and share actionable insights to improve processesKey ResponsibilitiesHandle customer queries related to registrations, payments, invoices, and event detailsProvide step-by-step guidance for users facing issues on website, payment links, or formsManage inbound and outbound communication (calls, emails, WhatsApp support)Follow up with users for pending actions (payment completion, document submission, etc.)Escalate critical issues (payment failures, invoice delays, tech bugs) and ensure closureMaintain CRM hygiene and update user interaction logs accuratelyCoordinate with Finance for invoice-related queries and with Tech/Product for issue resolutionHandle high-volume queries during peak campaign periods while maintaining qualityShare daily reports on queries handled, resolutions, and pending cases

Required Skills & Qualifications

Bachelor's degree in Business, Communication, or related field2+ years of experience in customer support / operations / event supportStrong communication skills (written & verbal)Ability to handle customer conversations with clarity and professionalismStrong problem-solving and coordination skillsGood organizational and time management abilitiesExperience with CRM tools, email handling systems, or ticketing platformsComfortable working in a fast-paced, high-volume environment

Preferred Skills

Experience in event management / ticketing / campaign operationsFamiliarity with tools like Freshdesk, CRM systems, WhatsApp Business, etc.Basic understanding of payment systems (Razorpay, UPI flows, etc.)Ability to manage weekend or extended hour shifts during live campaigns

What We OfferExposure to large-scale TOI flagship events and campaignsFast-paced, collaborative work environmentOpportunity to work across cross-functional teams (Product, Marketing, Sales)Growth opportunities in operations and customer experience