Customer Support Executive – Voice (Inbound & CMB)

Job Description

1. Call Handling Answer incoming calls promptly and professionally. Listen actively to understand customer concerns. Maintain a courteous and helpful tone throughout the call. 2. Customer Support Resolve product or service-related queries, such as billing, technical support, or general inquiries. Escalate complex issues to the appropriate department when necessary. Follow up with customers to ensure their issues are fully resolved. 3. Data Entry & Documentation Accurately document call details in CRM or internal systems. Update customer records with relevant information after each interaction. Log any issues or feedback for internal review. 4. Product Knowledge Maintain up-to-date knowledge of company products, services, and promotions. Provide correct and clear information to customers. Suggest relevant services that may benefit the customer (cross-selling/up-selling where applicable). 5. Compliance & Quality Assurance Adhere to company policies, scripts, and call-handling protocols. Follow regulatory and data protection guidelines (e.g., GDPR, PCI-DSS). Meet call quality and compliance benchmarks. 6. Performance Metrics Meet or exceed targets such as: Average Handling Time (AHT) First Call Resolution (FCR) Customer Satisfaction Score (CSAT) Call Quality Scores 7. Team Collaboration Coordinate with peers and team leaders for process improvements. Participate in training, briefings, and team meetings. Share feedback and suggestions to improve customer service processes. Job Types: Full-time, Permanent Pay: ₹11,451.95 - ₹15,000.00 per month Benefits: Flexible schedule Schedule: Day shift Morning shift Night shift Rotational shift Experience: call center: 1 year (Required) Work Location: In person Application Deadline: 20/05/2025 Expected Start Date: 15/05/2025