Support Centre Associate -Voice

Role Overview: As a Customer Support & Success representative based in Navi Mumbai, you will be responsible for handling incoming and outbound calls, addressing customer inquiries, and providing product, features, and service information. You will have the opportunity to upsell products, ensure a positive customer experience, and collect customer feedback. Additionally, you will be required to identify customer needs, research issues, and provide solutions. Supervising a team of call center agents, tracking performance metrics, and assisting with administrative tasks are also part of your role. Key Responsibilities: - Handle incoming and outbound calls - Address customer inquiries and provide product information - Seize opportunities to upsell products - Ensure a positive customer experience - Collect and act on customer feedback - Handle Level 1 complaints - Identify customer needs, research issues, and provide solutions - Supervise and lead a team of call center agents - Track and measure individual and team performance metrics - Assist with other administrative tasks as needed - Work in shifts to support customer needs Qualifications Required: - Experience in handling customer feedback and complaints - Proficiency in Customer Management Systems (CMS) - Ability to handle inbound and outbound calls - Strong communication skills, including emails - Proficient in Microsoft Excel - Experience in cross-selling products (Note: No additional details about the company were provided in the job description.),