Company: Network18 Media & Investments Limited
Location: Mumbai, Maharashtra, India
Experience Required: Minimum 3 Years
Employment Type: Full-Time
Industry: Media, Digital Content, Broadcasting, Customer Service
About Network18
Network18 Media & Investments Limited is one of India’s largest media conglomerates, operating a vast portfolio across television, digital, publishing, and live events. With brands like CNN-News18, CNBC-TV18, News18, and Voot under its umbrella, Network18 plays a pivotal role in shaping the digital and broadcast content space in India.
Role Overview
We are looking for a Customer Support Executive to join our fast-paced and dynamic team in Mumbai. In this role, you will be the frontline liaison between our digital platforms and users, ensuring that every customer interaction is handled with speed, empathy, and professionalism. If you are passionate about delivering a top-tier user experience and have a knack for problem-solving, this is the perfect opportunity for you.
Key Responsibilities
- 📞 User Interaction: Respond to customer queries across platforms such as live chat, email, and other communication channels in a timely and courteous manner.
- 🔍 Issue Resolution: Analyze customer issues and collaborate with internal teams (technical, product, or content) to ensure prompt resolutions.
- 📈 Customer Experience Enhancement: Use data from customer interactions to identify patterns, reduce friction, and recommend improvements to user experience.
- 💼 CRM Management: Utilize CRM platforms like Salesforce to log, track, and resolve tickets efficiently.
- 📊 Reporting & Analysis: Leverage Excel functions (pivot tables, macros, data visualization) to generate meaningful insights and performance metrics.
- 🤝 Team Collaboration: Partner with other departments to build a consistent and customer-focused approach to service delivery.
Qualifications & Skills
- Minimum of 3 years of hands-on experience in customer support or customer success roles.
- Proficiency in Microsoft Excel (including pivot tables, macros, formulas, and charts).
- Exposure to CRM platforms like Salesforce and analytics tools like Power BI is highly desirable.
- Strong verbal and written communication skills in English.
- A proactive, empathetic, and solution-oriented mindset.
- Ability to multitask and work under pressure in a fast-paced media environment.
Why Join Network18?
- Be a part of a leading media powerhouse shaping India’s digital future.
- Work in a collaborative and innovation-driven environment.
- Opportunity to work with renowned digital platforms and broadcast brands.
- Career advancement and continuous learning opportunities.
What kind of queries will I handle in this role?
You will manage customer interactions related to digital content access, subscription issues, platform navigation, and general inquiries via live chat, email, or other channels.
Is CRM tool experience mandatory?
While not mandatory, experience with CRM tools like Salesforce or Power BI will give you an edge in efficiently managing customer tickets and analytics.
Does this role require weekend or rotational shifts?
Depending on the business needs and volume of customer interactions, you may be required to work in rotational shifts, including weekends or holidays.