Job Description

Job Title:

Customer Support Executive - IVR

Job Summary:

We are seeking a dedicated and professional Call Support Executive to manage inbound and outbound customer calls. The ideal candidate will provide exceptional service by addressing 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:

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. Issue Resolution: Provide accurate information about products, services, and policies. Troubleshoot customer issues and offer solutions, escalating complex cases when necessary. Documentation: Record detailed notes of customer interactions in the CRM or ticketing system. Ensure all customer data is accurately updated and maintained. Customer Retention: Build rapport with customers to ensure a positive experience and maintain long-term relationships. Identify and act on opportunities to upsell or cross-sell relevant products or services. Quality Assurance: Adhere to company scripts, guidelines, and compliance standards during calls. Ensure a high level of professionalism and empathy in all interactions. 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. Team Collaboration: Work closely with other support teams to ensure seamless customer service. Share insights from customer interactions to inform product or service improvements.
Qualifications:

Education: A bachelor's degree is a must. Experience: 2-3 years of experience in a reputed call center/BPO 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 (e.g., Salesforce, Zendesk, Freshdesk). Ability to handle challenging situations with empathy and composure.
Preferred Skills:

Experience in handling customer over calls and build rapport. Familiarity with industry-specific regulations or compliance standards. Multilingual proficiency for handling diverse customer bases.
Working Conditions:

Flexibility to work shifts, including night, weekends, and holidays, as required. Ability to handle a high volume of calls in a fast-paced environment, minimum 150 calls each day Comfortable to work in 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, have excellent communication skills, and can handle multiple tasks efficiently.

Job Types: Full-time, Permanent

Pay: ?25,000.00 - ?30,000.00 per month

Work Location: In person