Job Title: Customer Support Executive – IVR
Job Summary
We are seeking a dedicated and qualified Customer Support Executive to manage inbound and outbound customer calls. The ideal candidate will provide exceptional service by addressing customer 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 environment.
Key Responsibilities
1. 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.
2. Issue Resolution
- Provide accurate information about products, services, and company policies.
- Troubleshoot customer issues and offer appropriate solutions, escalating complex cases when necessary.
3. Documentation
- Record detailed notes of customer interactions in the CRM or ticketing system.
- Ensure all customer data is accurately updated and maintained.
4. Customer Retention
- Build rapport with customers to ensure a positive experience and maintain long-term relationships.
- Identify opportunities to upsell or cross-sell relevant products or services.
5. Quality Assurance
- Adhere to company scripts, guidelines, and compliance standards during calls.
- Maintain a high level of professionalism and empathy in all customer interactions.
6. 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.
7. Team Collaboration
- Work closely with other support teams to ensure seamless customer service.
- Share customer insights and feedback to support product or service improvements.
Qualifications
Education
- Bachelor’s degree is mandatory.
Experience
- 0–3 years of experience in a reputed call center/BPO in a
📌 Customer Support Executive – IVR (Kannur)
🏢 Frido
📍 Kannur