Job Description

Position Overview

We are seeking a dedicated and professional

Customer Support Executive

to manage our Voice Process, specifically supporting our clients and customers in the

U.K. market

. The ideal candidate will be the first point of contact for a high volume of inquiries, responsible for delivering exceptional, solutions-focused service and ensuring a positive brand experience during the U.K. shift hours.

Key Responsibilities

Customer Interaction:

Handle a high volume of

inbound and outbound customer calls

with professionalism and courtesy, addressing inquiries, and providing effective solutions.

Problem Resolution:

Listen actively to customer concerns, diagnose the root cause of the problem, and provide accurate, timely, and effective solutions, striving for high

first-call resolution (FCR)

.

Documentation:

Accurately document all customer interactions, feedback, and resolutions in the

CRM system

to ensure data integrity and track service history.

Product Knowledge:

Maintain a deep and up-to-date knowledge of our products, services, and policies to effectively assist customers.

Performance:

Consistently strive to meet and exceed key performance indicators (KPIs) such as customer satisfaction (

CSAT

), call resolution time, and quality scores.

Collaboration:

Work closely with internal teams (Operations, Technical Support) to escalate and resolve complex or systemic customer issues.

Required Skills & Qualifications

Experience:

1-3 years of experience

in a customer support or call center role, preferably within a voice-based process.

Communication:

Exceptional verbal communication skills

with a neutral accent and professional telephone etiquette suitable for the U.K. audience.

Problem Solving:

Strong analytical and problem-solving abilities, coupled with a calm, empathetic demeanor under pressure.

Technical Proficiency:

Proficiency in using

CRM software

and MS Office applications.

Work Environment:

Ability to work effectively in a fast-paced environment and demonstrate flexibility to work

U.K. shift hours

.
Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

Health insurance Paid sick time Provident Fund
Work Location: In person