Job Role: Customer Support Executive – Voice / Email Process

Key Responsibilities

- Handle inbound and outbound voice calls or emails to resolve customer queries.
- Listen carefully and understand customer requirements.
- Provide accurate information about products, services, features, and benefits.
- Deliver end-to-end solutions to customer concerns.
- Ask relevant questions and use effective probing and prompting techniques to understand customer needs.
- Capture all customer-provided information accurately and within the required timelines.
- Follow up with brands as per the escalation matrix until the issue is completely resolved.
- Maintain up-to-date knowledge of products, processes, and services offered by the client.
- Ensure complete adherence to quality parameters, SOPs, and process guidelines.
- Coordinate effectively with team members, SMEs, and Team Leaders.
- Maintain 100% schedule adherence.




- Escalate calls or issues to the Team Leader / Manager whenever required.
- Handle irate and demanding customers professionally and tactfully.
- Maintain a customer-focused approach throughout every interaction.

Skills & Competencies

- Typing Speed: Minimum 15 WPM with 75% accuracy.
- Good computer operating skills.
- Familiarity with the internet and basic online tools.
- Strong process orientation and systems-thinking ability.
- Average to good communication skills in English and Hindi.
- Good telephone etiquette and customer-handling skills.
- Customer-focused and professional approach.
- Good listening and problem-solving abilities.
- Willingness to learn and adapt to recent processes.
- Ability to work effectively as part of a team.

📌 Customer Care Executive- Kothaguda (Hyderabad)
🏢 JobTrade
📍 Hyderabad