Customer Support Executive - IVR

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