Customer Support Executive - IVR

As a dedicated and professional Call Support Executive at Arcatron Mobility Private Limited, your role involves managing inbound and outbound customer calls to provide exceptional service and maintain a positive brand image. Your strong communication skills, patience, and ability to handle customer interactions effectively in a fast-paced environment will be essential for success. Key Responsibilities: - Customer Interaction: Handle incoming calls from customers, resolve 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, offer solutions, and escalate complex cases when necessary. - Documentation: Record detailed notes of customer interactions in the CRM or ticketing system. Ensure accurate updating and maintenance of all customer data. - Customer Retention: Build rapport with customers to ensure a positive experience, maintain long-term relationships, and identify opportunities for upselling or cross-selling. - Quality Assurance: Adhere to company scripts, guidelines, and compliance standards during calls. Maintain 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 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. Working Conditions: - Flexibility to work shifts, including nights, weekends, and holidays as required. - Ability to handle a high volume of calls in a fast-paced environment, a minimum of 150 calls each day. - Comfortable working in a 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 passionate about customer service, possessing excellent communication skills, and efficient multitasking abilities. (Note: Additional details about the company have been omitted as they were not included in the provided job description),