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Frido
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Client Support Executive

Client Support Executive

Frido

4 years

0 Lacs

pune maharashtra india

Posted:14 hours ago| Platform:

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Skills Required

support routing empathy flow crm drive mentoring escalation management communication monitoring solver service

Work Mode

Remote

Job Type

Full Time

Job Description

Job Title:

Work Mode:

Work Days:

About the Role

Senior Customer Support Executive – IVR Expert

Key Responsibilities

Manage
IVR-based call support
, ensuring accurate routing and quick resolution of customer queries.
Provide direct call support for escalations, ensuring professionalism and empathy at all times.
Handle
high-level escalations
and work toward turning negative experiences into positive outcomes.
Monitor call flow, identify recurring customer pain points, and suggest improvements to IVR systems.
Ensure all customer interactions are documented accurately in the CRM.
Collaborate with internal teams to drive faster resolution of complex cases.
Proactively build rapport with customers during escalated interactions to drive
positive public feedback
.
Support in mentoring junior support executives, sharing best practices in call handling and escalation management.

Requirements

3–4 years of customer support experience, with at least 1.5–2 years focused on
IVR systems and call-based escalation handling
.
Strong communication skills, both verbal and written, with the ability to de-escalate sensitive situations.
Proven ability to manage high call volumes and complex customer concerns with professionalism.
Familiarity with IVR tools, call monitoring systems, and CRM platforms.
Comfortable with rotational shifts and week offs.
A problem-solver with an empathetic approach to customer service.

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