Customer Support Executive

Job Description

Responsibilities

1. Customer Interaction

• Handle incoming calls from customers and resolve their inquiries, complaints, and requests promptly.
• Make outbound calls to follow up on customer queries, feedback, or pending issues.

2. Issue Resolution

• Provide accurate information about products, services, and company policies.
• Troubleshoot customer issues and offer appropriate solutions, escalating complex cases when necessary.

3. Documentation

• Record detailed notes of customer interactions in the CRM or ticketing system.
• Ensure all customer data is accurately updated and maintained.

4. Customer Retention

• Build rapport with customers to ensure a positive experience and maintain long-term relationships.
• Identify opportunities to upsell or cross-sell relevant products or services.

5. Quality Assurance

• Adhere to company scripts, guidelines, and compliance standards during calls.
• Maintain a high level of professionalism and empathy in all customer interactions.

6. Performance Monitoring

• Meet or exceed key performance metrics, including call handling time, resolution rates, and customer satisfaction (CSAT) scores.
• Participate in regular feedback sessions to improve performance.

7. Team Collaboration

• Work closely with other support teams to ensure seamless customer service.
• Share customer insights and feedback to support product or service improvements.

Qualifications

Education

• Bachelors degree is mandatory.

Experience

• 03 years of experience in a reputed call center/BPO in a voice process.

Skills

• Excellent verbal communication skills with a clear and professional tone.
• Strong listening and problem-solving abilities.
• Proficiency in call center tools and CRM systems such as Salesforce, Zendesk, or Freshdesk.
• Ability to handle challenging situations with empathy and composure.

Preferred Skills

• Experience in handling customers over calls and building rapport.
• Familiarity with industry-specific regulations or compliance standards.
• Multilingual proficiency to handle diverse customer bases.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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