We are looking for a proactive and customer-centric Customer Support Executive to engage with customers who have recently purchased Upliance products. The role involves assisting users with device setup over the phone, understanding concerns from customers who left negative reviews or returned products, and collecting insights to improve the overall customer experience. This is a voice-support role focused heavily on outbound calling, empathy-driven communication, and real-time problem solving.
The Core Responsibilities For The Job Include The Following
Customer Onboarding and Setup:
- Call customers post-purchase to guide them through Upliance device setup.
- Provide clear, step-by-step instructions and ensure a smooth onboarding experience.
Experience Recovery
- Reach out to customers who have left negative reviews or returned products.
- Understand pain points, offer solutions, and attempt to turn around the customer experience.
Customer Feedback And Insights
- Capture customer feedback accurately and share insights with internal teams.
- Identify recurring issues, improvement areas, and emerging customer needs.
Data And Reporting
- Maintain call logs, feedback data, and customer interactions in CRM tools or sheets.
- Provide weekly updates on customer sentiment, resolved issues, and patterns observed.
Collaboration
- Work with support, product, and operations teams to ensure quick resolution of escalated issues.
- Suggest improvements to enhance customer satisfaction and reduce returns.
Requirements
- 1-3 years of experience in customer service is required.
- Good verbal communication skills in English and Hindi.
- Proficiency in any additional regional language (e. g., Tamil, Telugu, or Kannada) is a strong plus.
- Strong listening skills, empathy, and the ability to handle difficult conversations calmly.
- Ability to explain technical steps and device setup in a clear and simple manner.
- Comfortable with outbound calling and customer-facing roles.
- Basic proficiency with CRM systems, call software, and data entry.
- Problem-solving attitude with a passion for improving customer experiences.
This job was posted by Kripa Raheja from Upliance.
