Customer Service Representative

Job Title: Customer Support Executive

Location: Mahadevapura, Bangalore

Work Mode: Work from Office

Reports to: Manager – Customer Service

KLAY

About Us

KLAY is India’s leading childcare and early education company with over 170 centres across 19 major cities. We are committed to providing a safe, engaging, and enriching environment for every child while delivering outstanding service and quality to parents and corporate partners.

Role Purpose

The Customer Support Executive plays a key role in delivering a seamless parent experience by engaging with prospective customers, understanding their requirements, and supporting them throughout the enquiry journey. The role also involves managing escalations, coordinating with internal teams, and ensuring timely follow-ups to maintain high levels of customer satisfaction.

Key Responsibilities

Customer Engagement & Lead Management

Connect with leads through tele-calling and understand customer requirements.

Pre-qualify prospects and guide them through the enquiry process.

Schedule center tours for parents and ensure timely follow-ups.

Maintain accurate lead updates and communication records.

Customer Support & Escalation Handling

Handle customer queries and escalations with empathy and professionalism.

Coordinate with internal teams to ensure prompt issue resolution.

Ensure timely follow-ups and closure of customer concerns.

Deliver a positive and seamless customer experience at every touchpoint.

Coordination & Communication

Work closely with center teams and other stakeholders for smooth execution.

Ensure clear and effective communication with parents and internal teams.

Support business objectives through proactive customer engagement.

Work Schedule

5.5 days working

Saturday & Sunday – Work From Home

Candidate Profile

Education:

Bachelor’s degree preferred

Experience:

1–4 years of experience in Customer Support, Presales, Tele-calling, or Customer Service roles. Experience in handling customer interactions and escalations will be an added advantage.

Key Competencies:

Strong communication and interpersonal skills

Customer-first approach with problem-solving mindset

Ability to manage escalations and coordinate effectively with teams

Good follow-up and organizational skills

Self-driven, energetic, and target-oriented

Ability to work in a fast-paced customer-focused environment