Support Centre Associate - Voice

Role Overview: As a Customer Support & Success representative in Navi Mumbai, your primary responsibilities will include handling incoming and outbound calls, addressing customer inquiries, and seizing opportunities to upsell products when they arise. You will play a crucial role in ensuring a positive customer experience by proactively sensing escalations and highlighting them to the Customer Success team. Additionally, you will provide product, features, and service information, collect customer feedback, handle L1 complaints, and identify customer needs to provide effective solutions. You will also be responsible for supervising and leading a team of call center agents to meet and exceed performance targets, as well as tracking and measuring individual and team performance metrics. Your role may also involve assisting with other administrative tasks as needed, and you will be expected to work in shifts. Key Responsibilities: - Handling incoming and outbound calls - Addressing customer inquiries - Seizing opportunities to upsell products - Ensuring a positive customer experience - Sensing escalations and highlighting them - Providing product, features, and service information - Collecting Customer Feedback - Handling L1 Complaints - Identifying customer needs, researching issues, and providing solutions - Supervising and leading a team of call center agents - Tracking and measuring individual and team performance metrics - Assisting with other administrative tasks as required Qualifications Required: - Strong skills in customer feedback management - Ability to handle customer complaints effectively - Proficiency in CMS (Customer Management System) - Experience in handling inbound and outbound calls - Familiarity with managing emails - Proficient in Microsoft Excel - Experience in cross-selling products (Note: No additional details of the company were present in the job description),