Job Title: Customer Support Executive – IVR
We are seeking a dedicated and professional 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.
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.
Provide accurate information about products, services, and company policies.
Record detailed notes of customer interactions in the CRM or ticketing system.
Ensure all customer data is accurately updated and maintained.
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.
Quality Assurance
Adhere to company scripts, guidelines, and compliance standards during calls.
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.
Work closely with other support teams to ensure seamless customer service.
Share customer insights and feedback to support product or service improvements.

Bachelor’s degree is mandatory.

Experience
~0–3 years of experience in a reputed call center/BPO in a voice process.

Proficiency in call center tools and CRM systems such as Salesforce, Zendesk, or Freshdesk.
Experience in handling customers over calls and building rapport.
Flexibility to work in shifts, including nights, weekends, and holidays, as required.
Ability to manage a high volume of calls in a fast-paced setting (minimum 150 calls per day).
Key Performance Indicators (KPIs)
First Call Resolution (FCR) Rate
Call Quality and Compliance Scores

This role is ideal for individuals who are passionate about customer service, p

📌 Hiring: Customer Service Manager (India)
🏢 Frido
📍 India