Job Description – Customer Support Executive (Telecaller)

Position: Customer Support Executive (Telecaller)
Department: Customer Support
Location: Chennai
Employment Type: Full-Time
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).
- Strong listening, problem-solving, and interpersonal skills.
- Ability to remain calm and skilled 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 strong communication skills are welcome to apply.

Preferred Candidate Profile

- Customer-centric attitude.
- Good conflict resolution and negotiation skills.
- Ability to multitask in a quick-paced environment.
- 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 (India)
🏢 Surepath Systems India
📍 India