Customer Success Executive(Inbound/Outbound)

Job Description: Customer Support Executive Inbound Voice, Outbound & Chat

Location: Bengaluru (Hybrid)

Department: Customer Experience

About the Role HomeLane is looking for a customer-centric and proactive Customer Support Executive to deliver exceptional customer experiences across voice and chat channels. The ideal candidate will handle inbound customer interactions, resolve customer concerns efficiently, follow up on missed interactions through outbound calls, and ensure every customer receives timely, accurate, and empathetic support.

Key Responsibilities

Handle inbound customer calls and chats with professionalism, empathy, and accuracy.

Understand customer concerns, identify the root cause, and provide timely and effective resolutions.

Make outbound calls to customers for missed inbound calls and pending follow-ups within defined SLAs.

Conduct outbound calls to collect customer feedback for Net Promoter Score (NPS), Installation CSAT, and Design CSAT, while accurately capturing customer responses and insights.

Encourage eligible customers to participate in Customer Satisfaction (CSAT) surveys after successful interactions.

Accurately document customer interactions and update CRM/ticketing systems.

Coordinate with internal stakeholders to ensure end-to-end issue resolution.

Meet defined Quality, Productivity, Adherence, First Response Time (FRT), and Service Level Agreement (SLA) targets.

Maintain high standards of communication, ownership, and customer satisfaction across all interactions.

Follow established processes while identifying opportunities to improve the customer experience.

Required Skills & Qualifications

Excellent verbal and written communication skills in English (knowledge of regional languages is an added advantage).

Strong customer service orientation with excellent listening, empathy, and problem-solving abilities.

Ability to handle difficult customer conversations calmly and professionally.

Good computer proficiency and typing skills.

Ability to multitask effectively while handling customer conversations and system updates.

Strong attention to detail and documentation accuracy.

Preferred Experience

6 months to 2 years of experience in Voice Customer Support, Contact Center, or Customer Experience roles.

Experience handling inbound customer support calls and chat support. Familiarity with CRM and contact center tools such as Acefone, Konnect Insights, and Google Workspace is preferred.

What We're Looking For

Customer-first mindset with a passion for delivering outstanding service.

Excellent communication and interpersonal skills.

Strong ownership and accountability.

Ability to thrive in a fast-paced, target-driven environment.

A collaborative team player with a positive attitude and willingness to learn, adapt, and contribute beyond defined KPIs.

Flexibility to work in rotational shifts and support business requirements when needed.