Company: Surepath Systems India Pvt. Ltd. (Zipkee)
About the Role
We are looking for a customer-focused Customer Support Executive (Telecaller) to provide exceptional support to Zipkee customers. The ideal candidate will handle customer inquiries, resolve issues promptly, and ensure a positive customer experience through effective communication.
Key Responsibilities
Handle inbound and outbound customer calls professionally and courteously.
Assist customers with order placement, order tracking, cancellations, refunds, and payment-related queries.
Resolve customer complaints and escalate complex issues to the appropriate internal teams when required.
Provide accurate information about restaurants, offers, delivery timelines, and company policies.
Follow up with customers to ensure issues are resolved and customer satisfaction is achieved.
Coordinate with Delivery Partners, Restaurant Partners, and Operations teams to resolve order-related concerns.
Maintain detailed records of customer interactions in the CRM or support system.
Meet daily call handling, response time, and customer satisfaction targets.
Identify recurring customer issues and share feedback with management for process improvements.
Required Skills
Excellent verbal communication skills in Tamil (mandatory).
Basic English communication skills (preferred).
Robust listening, problem-solving, and interpersonal skills.
Ability to remain calm and professional while handling customer concerns.
Basic computer knowledge and typing skills.
Ability to work in rotational shifts if required.
Qualifications
Minimum Diploma or any Bachelor's Degree.
0–2 years of experience in Customer Support, BPO, Call Center, or Telecalling.
Freshers with solid communication skills are welcome to apply.
Preferred Candidate Profile
Customer-centric attitude.
Good conflict resolution and negotiation skills.
Ability to multitask in a fast-paced setting.
Positive attitude and willingness to learn.
Key Performance Indicators (KPIs)
Number of customer calls handled.
Average response and resolution time.
First Call Resolution (FCR).
Customer Satisfaction (CSAT) score.
Quality and accuracy of customer interactions.
Attendance and adherence to work schedules.
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
📌 Customer Support Representative Chennai (India)
🏢 Surepath Systems India
📍 India
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