Customer Support Executive

Position

Customer Support Executive

About the Role

We are looking for customer-focused professionals with excellent English communication skills and experience in an International BPO Voice Process. The ideal candidate should be capable of handling customer queries professionally, resolving issues efficiently, and delivering an excellent customer experience.

Key Responsibilities

• Handle inbound customer calls related to e-commerce services, orders, deliveries, cancellations, returns, refunds, payments, and other customer concerns.
• Understand customer problems, identify the root cause, and provide accurate, timely, and effective solutions while following company policies.
• Ensure a positive customer experience by communicating politely, showing empathy, and maintaining a customer-first approach throughout every interaction.
• Assist customers with order status, delayed deliveries, tracking updates, missing items, damaged products, and other order-related concerns.
• Guide customers through return, replacement, cancellation, and refund procedures in accordance with applicable process guidelines.
• Maintain excellent verbal communication, active listening, and professional call-handling etiquette while interacting with international customers.
• Manage customer complaints calmly, handle challenging conversations professionally, and escalate complex issues to the appropriate department whenever required.
• Go beyond basic query resolution by understanding customer expectations, providing suitable solutions, and ensuring a smooth and hassle-free service experience.
• Maintain accurate records of customer interactions, update relevant information in CRM or internal systems, and document resolutions appropriately.
• Follow standard operating procedures, data privacy requirements, security guidelines, and quality standards while handling customer information.
• Achieve assigned targets related to customer satisfaction, call quality, productivity, attendance, and other key performance indicators.
• Aim to resolve customer concerns during the first interaction wherever possible, reducing repeat calls and improving customer satisfaction.
• Coordinate with internal teams and supervisors to ensure timely resolution of customer concerns and maintain consistent service quality.
• Participate in training sessions, implement feedback from quality teams, and continuously improve product knowledge and customer-handling skills.

Requirements & Tech Stack

• International BPO Voice Process experience
• Excellent verbal communication skills in English, with fluency, clarity, confidence, and professional conversational ability.
• Minimum 6 months of documented experience in an International BPO Voice Process.
• Ability to understand customer needs, demonstrate empathy, and provide effective solutions.
• Ability to analyze customer concerns, think logically, and resolve issues within the defined process guidelines.
• Comfortable working in rotational shifts and rotational week-offs.
• Basic computer proficiency, typing skills, and the ability to navigate customer support tools and internal systems.
• Immediate joiners will be preferred.

Qualifications

• Graduates can apply, provided they have the required supporting documents.
• Undergraduates with a minimum of 6 months of documented International BPO Voice Process experience may also apply.
• Candidates must have valid educational and employment documents to support their eligibility and experience.

Work Schedule

• Working Days: 5.5 days per week.
• Shifts: Rotational shifts.
• Week-Offs: Rotational week-offs.
• Work Location: Jaipur, Rajasthan.

Additional Benefits & Facilities

• Cab Facility for Female Employees: Free cab transportation available within the company's designated hiring zone (subject to a 15 km radius policy).
• Male Employee Allowance: 180 per eligible night shift/day (as specified under the company's cab or night-shift allowance policy). Cab availability for male employees is limited to the designated Jaipur hiring zone (subject to company policy).
• Relocation Accommodation: Up to 3 days of company-provided hotel accommodation for eligible candidates relocating from outside Rajasthan.

How to Apply

Interested candidates can WhatsApp their updated CV directly to HR RAJ: 92165 77366.