Executive

Job Description - Customer Support Executive (Blended Process)

Position: Customer Support Agent (Voice & Non-Voice - Blended Process)

Location: Gurugram

Job Type: Full-time

Working condition: 6 days a week

Job Summary: The ideal candidate will be responsible for delivering exceptional support to customers across multiple communication channels including calls, emails, WhatsApp and chats. Related Process: Warranty related process for Refurbished devices.

Key Responsibilities: -

1. Handle inbound and outbound calls, email queries, and chat support from customers.

2. Provide accurate and timely resolutions to customer issues while maintaining a positive and professional attitude through the defined SOP.

3. Maintain the defined target for CSAT, AHT and FRT without impacting the customer experience.

4. Follow communication scripts, guidelines, and procedures to ensure consistency and quality. 5. Collaborate with team leaders to meet daily, weekly, and monthly targets.

Voice Process (Inbound/Outbound Calls)

1. Language Proficiency: - Fluency in spoken Hindi & English - Neutral accent is preferred

2. Communication Skills: - Clear, confident, and polite verbal communication - Active listening and real-time problem-solving ability

Non-Voice Process (Chat, Email)

1. Typing & Writing Skills: - Good typing speed (usually 30 WPM with 90%+ accuracy)

2. Excellent written English (grammar, spelling, tone)

3. Communication Skills: - Clarity in written communication - Ability to comprehend and respond accurately

Required Qualifications: -

1. Graduation is mandatory.

2. Good verbal and written communication skills.

Preferred Attributes: -

1. Ability to work in rotational shifts and weekends. There are currently 3 shift timings will be 9 am - 6 pm , 10 am - 7 pm and 11 am - 8 pm.

2. Customer-first mindset with a calm and empathetic approach.

3. Ability to handle pressure and irate customers - Team player with the ability to adapt to a fast-paced environment.