Job Title Customer Support Executive - IVR Job Summary We are seeking a dedicated and professional Call Support Executive to manage inbound and outbound customer calls The ideal candidate will provide exceptional service by addressing 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 setting Key Responsibilities 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 Issue Resolution Provide accurate information about products services and policies Troubleshoot customer issues and offer solutions escalating complex cases when necessary Documentation Record detailed notes of customer interactions in the CRM or ticketing system Ensure all customer data is accurately updated and maintained Customer Retention Build rapport with customers to ensure a positive experience and maintain long-term relationships Identify and act on opportunities to upsell or cross-sell relevant products or services Quality Assurance Adhere to company scripts guidelines and compliance standards during calls Ensure a high level of professionalism and empathy in all interactions 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 Team Collaboration Work closely with other support teams to ensure seamless customer service Share insights from customer interactions to inform product or service improvements Qualifications Education A bachelor s degree is a must Experience 2-3 years of experience in a reputed call center BPO 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 e g Salesforce Zendesk Freshdesk Ability to handle challenging situations with empathy and composure Preferred Skills Experience in handling customer over calls and build rapport Familiarity with industry-specific regulations or compliance standards Multilingual proficiency for handling diverse customer bases Working Conditions Flexibility to work shifts including night weekends and holidays as required Ability to handle a high volume of calls in a fast-paced environment minimum 150 calls each day Comfortable to work in 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 have excellent communication skills and can handle multiple tasks efficiently Job Types Full-time Permanent Pay 25 000 00 - 30 000 00 per month Work Location In person