Customer Support Representative (CSR) – WhatsApp, Email & Phone Support

Customer Support Representative (CSR) – WhatsApp, Email & Phone Support

Location: Calicut, Kerala — Backoffice (on-site)
Job type: Full-time
Salary: INR 15,000 – 22,000 per month

Wordcraft is a UAE-based group offering certified legal translation, document attestation, notarization, business setup and visa/PRO services across Dubai, Sharjah, Abu Dhabi and RAK, plus an education vertical (Wordcraft Institute). Our Calicut backoffice is the first point of contact for our UAE customers — handling enquiries, follow-ups, and coordination so nothing falls through the cracks.

You'll be the voice of Wordcraft over WhatsApp, email and phone for customers across the UAE — answering questions, guiding them through our services, chasing pending documents and payments, and quietly spotting a genuine upsell opportunity along the way. This is a real customer-service-plus-sales role: half support, half relationship, with a light negotiation edge whenever a customer pushes back on price or policy.

What you'll do

• Handle inbound and outbound customer enquiries via WhatsApp, email and phone — professional, prompt, on-brand.
• Explain services, requirements and next steps clearly to customers, most of whom are not native English speakers.
• Log and update every enquiry accurately in the CRM — nothing gets lost.
• Follow up proactively on pending documents, payments and appointments — chase, don't wait to be chased.
• Spot and offer genuinely relevant additional services (light sales/upsell), and handle price pushback professionally (negotiation).
• Coordinate with our UAE operations, translation and admin teams to actually resolve customer issues, not just log them.
• Escalate real complexity to the right person — after a real attempt to help, not as the first move.
• Use everyday IT tools confidently — CRM, email, WhatsApp Business, spreadsheets — and pick up new tools fast, including AI assistants for drafting quicker replies where useful.
• Juggle multiple open conversations across channels at once without dropping any.

Must-have

• Excellent spoken and written English — you represent the company to international customers daily.
• Real customer service, customer support, telesales or call-centre experience — OR a fresh graduate with outstanding communication skills (explicitly welcome).
• Comfortable multitasking across WhatsApp, email and calls at the same time.
• Basic-to-good IT skills: comfortable with a CRM, email, MS Office/Google Workspace, and learning new tools fast.
• A service-plus-sales mindset — comfortable gently offering relevant services, not just answering what's asked.
• Calm under pressure with real problem-solving instinct — tries to resolve before escalating.

Nice-to-have

• Arabic, Hindi, or another additional language.
• Prior experience in a UAE-facing or international-client role.
• Comfortable using AI tools (ChatGPT/Claude, Google Translate) to speed up drafting or translating a reply — always double-checked before sending.
• Prior CRM software experience.

How to apply: Email your CV to join@wordcraft.ae, and please confirm in your application: (1) Are you able to join immediately? (2) Can you comfortably handle customers in English?