Customer Support Executive IVR

Job Title: Customer Support Executive – IVR

Job Summary

We are seeking a dedicated and professional Customer Support Executive to manage inbound and outbound customer calls. The ideal candidate will provide exceptional service by addressing customer inquiries, resolving issues, and maintaining a positive brand image.

This role requires strong communication skills, patience, and the ability to handle customer interactions effectively in a fast-paced environment.

Key Responsibilities

1. Customer Interaction

• Handle incoming calls from customers and resolve their inquiries, complaints, and requests promptly.
• Make outbound calls to follow up on customer queries, feedback, or pending issues.

2. Issue Resolution

• Provide accurate information about products, services, and company policies.
• Troubleshoot customer issues and offer appropriate solutions, escalating complex cases when necessary.

3. Documentation

• Record detailed notes of customer interactions in the CRM or ticketing system.
• Ensure all customer data is accurately updated and maintained.

4. Customer Retention

• Build rapport with customers to ensure a positive experience and maintain long-term relationships.
• Identify opportunities to upsell or cross-sell relevant products or services.

5. Quality Assurance

• Adhere to company scripts, guidelines, and compliance standards during calls.
• Maintain a high level of professionalism and empathy in all customer interactions.

6. Performance Monitoring

• Meet or exceed key performance metrics, including call handling time, resolution rates, and customer satisfaction (CSAT) scores.
• Participate in regular feedback sessions to improve performance.

7. Team Collaboration

• Work closely with other support teams to ensure seamless customer service.
• Share customer insights and feedback to support product or service improvements.

Qualifications

Education

• Bachelor's degree is mandatory.

Experience

• 0–3 years of experience in a reputed call center/BPO in a voice process.

Skills

• Excellent verbal communication skills with a clear and professional tone.
• Strong listening and problem-solving abilities.
• Proficiency in call center tools and CRM systems such as Salesforce, Zendesk, or Freshdesk.
• Ability to handle challenging situations with empathy and composure.

Preferred Skills

• Experience in handling customers over calls and building rapport.
• Familiarity with industry-specific regulations or compliance standards.
• Multilingual proficiency to handle diverse customer bases.

Working Conditions

• Flexibility to work in shifts, including nights, weekends, and holidays, as required.
• Ability to manage a high volume of calls in a fast-paced environment (minimum 150 calls per day).
• Comfortable working in a 6-day work week environment.
• Key Performance Indicators (KPIs)
• Average Handling Time (AHT)
• First Call Resolution (FCR) Rate
• Customer Satisfaction (CSAT) Scores
• Call Quality and Compliance Scores

This role is ideal for individuals who are passionate about customer service, possess excellent communication skills, and can efficiently manage multiple tasks in a dynamic environment.

Interested candidates can share their resumes at [HIDDEN TEXT] and [HIDDEN TEXT]