Key Responsibilities:

Customer Interaction (Voice + Non-Voice):
Handle incoming and outgoing customer calls professionally and efficiently.
Respond to customer queries via email, live chat, or other digital platforms.
Troubleshoot and resolve product or service-related issues in a timely manner.
Maintain a customer-first approach in all interactions.

Issue Resolution:
Provide accurate and complete information to customers using appropriate tools and resources.
Escalate unresolved issues to the appropriate internal teams and ensure timely follow-up.
Document all customer interactions and actions taken accurately in CRM systems.

Service Quality & Performance:
Meet or exceed daily, weekly, and monthly performance targets (AHT, FCR, CSAT, etc.).
Ensure compliance with company policies, security guidelines, and quality standards.
Identify recurring issues and suggest process improvements.

Team Collaboration:




Work closely with team members and support departments to ensure customer satisfaction.
Participate in regular training sessions, feedback discussions, and team meetings.

Required Qualifications:
Education:
Minimum: High School Diploma / 10+2
Preferred: Bachelor's Degree in any discipline
Experience:
0–2 years in a BPO/Customer Service/Call Center workplace
Freshers with excellent communication skills are welcome
Skills:
Robust verbal and written communication skills
Positive typing speed and basic computer literacy
Ability to multitask and handle both voice and non-voice queues
Empathy, patience, and problem-solving ability
Knowledge of CRM tools and customer service software (preferred)

📌 Executive Customer Service Blended Process Navi Mumbai
🏢 Capita
📍 Navi Mumbai