Client Support ( IVR Calls )

Job Title: Customer Support ( IVR Calls )

Work Mode: Onsite

Work Days: 6 days a week with rotational shifts and rotational week offs

About the Role

We are seeking an experienced and proactive Senior Customer Support Executive with 1–2 years of customer support expertise, including at least 1.5–2 years in handling social media queries and escalations. The role requires strong communication skills, proven ability to manage escalations, and a customer-first mindset. Since all queries must also be addressed through calls, the candidate must be comfortable and confident in direct customer calling.

Key Responsibilities

• Handle customer interactions across social media, calls, emails, and chat, ensuring prompt and accurate responses.
• Proactively manage and resolve high-level escalations with professionalism and empathy.
• Extend mandatory call support for all queries, ensuring customers receive clear communication and reassurance.
• Build strong rapport with customers, aiming to convert escalations into positive experiences and encourage positive public feedback.
• Monitor and respond to brand mentions, comments, and reviews on social platforms.
• Collaborate with internal teams to escalate complex cases and ensure resolution within timelines.
• Track, document, and report recurring issues and customer sentiments to management for service improvement.
• Mentor junior executives when needed, sharing best practices for effective social and call-based support.

Requirements

• 3–4 years of experience in customer support, with at least 1.5–2 years specifically handling social media queries and escalations.
• Proven track record in managing sensitive customer interactions and turning around escalations into positive experiences.
• Strong verbal and written communication skills, with the ability to maintain a calm and professional tone.
• Comfortable with direct customer calling as a mandatory part of query resolution.
• Experience with customer support platforms, social media management tools, and CRM systems.
• Ability to work rotational shifts and rotational week offs.
• Problem-solving skills, patience, and an empathetic approach to customer engagement.