Customer Service And Upselling Executive

Job Title:

Customer Service & Upselling Executive – US Voice

Compensation:

CTC: ₹4 lpa

Benefits including incentives

Work Schedule:

5 days working per week

Rotational shifts including US timing hours (night shifts as per client requirements)

2 rotational weekly offs

Job Summary:

The Customer Service & Upselling Executive will be responsible for delivering superior customer support to USA customers via voice calls, resolving their concerns professionally, and identifying appropriate opportunities to recommend additional services or products in a consultative, customer-centric manner with no strict sales target.

Key Responsibilities:

📞 Customer Service (80%)

Provide exceptional voice-based support to USA customers regarding product

Answer incoming calls and resolve customer queries related to products, services, billing, account issues, technical concerns, or service requests in a professional and empathetic manner.

Maintain high levels of customer satisfaction and adhere to process quality standards and SLAs.

4 Corner Resources

Document and update customer interactions accurately in CRM systems.

Collaborate with internal teams for escalation and resolution of complex issues as needed.

💡 Consultative Upselling (20%)

Identify opportunities to introduce relevant products and services based on customer needs.

Educate customers about value-added service options without aggressive sales pressure.

Promote services through needs-based conversation enhancing customer experience (no fixed sales targets).

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📊 Performance Metrics

Customer Satisfaction (CSAT)

Call quality and First Call Resolution (FCR)

Adherence to shift schedule and attendance

Compliance with process guides and escalation procedures

📜 Qualifications & Skills:

✨ Education:

Minimum 12th pass; Graduation / Undergraduate preferred.

✨ Experience:

Preferably 1+ year in international voice customer support (Telecom / BPO). Freshers with excellent communication skills may be considered with training.

✨ Required Skills:

Excellent verbal communication skills in English with clear US accent comprehension.

Strong customer service orientation with patience, empathy, and problem-solving mindset.

Ability to handle high call volumes in a fast-paced environment.

Familiarity with CRM tools and basic computer application usage.

Comfortable working rotational shifts, including nights and weekends.

📦 Benefits:

✔ Competitive CTC with structured annual growth potential

✔ Statutory benefits (PF, health insurance, etc.) where applicable

✔ Training & development for voice and upselling skills

✔ Supportive team environment with continuous learning