Lead and manage a team of customer support executives handling IVR calls (inbound & outbound)

Ensure timely call resolution and claim settlements within defined SLAs/TAT

Coordinate daily with CS teams, technicians, management, and support functions

Handle escalations and resolve customer complaints with priority

Monitor customer interactions across channels (calls, email, SMS, WhatsApp, social media)

Track KPIs (AHT, ageing cases, FCR) and generate performance reports

Analyze customer feedback and identify improvement areas

Ensure technician visits, closures, and service quality standards are met

Maintain solid relationships with clients and service centers

Oversee communication updates and timely email responses

Prepare daily payment lists for service centers (visits, parts, logistics)

Identify process gaps and implement improvements to enhance customer satisfaction

Provide feedback and development support to team members

Pay: ₹20,000.00 - ₹40,000.00 per month

Work Location: In person

📌 Customer Support Executive (India)
🏢 CJ KONSULTANTS
📍 India