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
- 2–3 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 [Confidential Information] and [HIDDEN TEXT]
