Customer Support Executive

About the Role

We are looking for enthusiastic and customer-oriented professionals to join our Inbound Voice Process team. The selected candidates will be responsible for handling incoming customer calls, resolving queries, providing accurate information, and ensuring a positive customer experience.

Key Responsibilities

• Handle inbound customer calls professionally and efficiently.
• Understand customer queries and provide appropriate resolutions.
• Provide accurate information about products, services, and processes.
• Maintain high standards of customer satisfaction and service quality.
• Resolve customer complaints and escalate complex issues wherever required.
• Maintain proper records of customer interactions in CRM systems.
• Achieve defined performance parameters, including call quality, productivity and customer satisfaction.
• Follow company policies, process guidelines and compliance requirements.

Requirements & Tech Stack

• Basic computer knowledge and familiarity with MS Office.
• CRM systems (for record keeping).

Qualifications

• Minimum qualification: Graduate / Undergraduate.
• Freshers and experienced candidates can apply.
• Excellent verbal communication skills.
• Good listening, problem-solving and interpersonal skills.
• Ability to handle customers professionally.
• Effective communication skills.
• Customer handling and relationship management.
• Active listening and problem-solving.
• Positive attitude and willingness to learn.
• Ability to work in a team and achieve targets.

Key Performance Indicators (KPIs)

• Call Quality / Quality Score.
• Customer Satisfaction (CSAT).
• Average Handling Time (AHT).
• First Call Resolution (FCR).
• Attendance and Punctuality.
• Productivity and Process Compliance.