Job Title: Customer Support Executive – IVR

Job Summary

We are seeking a dedicated and professional Customer Support Executive to manage inbound and outbound customer calls. The ideal candidate will provide exceptional service by addressing customer inquiries, resolving issues, and maintaining a positive brand image.

This role requires strong communication skills, patience, and the ability to handle customer interactions effectively in a fast-paced environment.

Key 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

Bachelor's degree is mandatory.

Experience

0–3 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.

Working Conditions

Flexibility to work in shifts, including nights, weekends, and holidays, as required.
Ability to manage a high volume of calls in a fast-paced environment (minimum 150 calls per day).
Comfortable working in a 6-day work week environment.
Key Performance Indicators (KPIs)
Average Handling Time (AHT)
First Call Resolution (FCR) Rate
Customer Satisfaction (CSAT) Scores
Call Quality and Compliance Scores

This role is ideal for individuals who are passionate about customer service, possess excellent communication skills, and can efficiently manage multiple tasks in a dynamic environment.

Interested candidates can share their resumes at [HIDDEN TEXT] and [HIDDEN TEXT]

Customer Support Executive IVR