Job Description
Job Title: Customer Support Executive – IVR
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n Job Summary
nWe are seeking a dedicated and skilled 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.
nThis role requires strong communication skills, patience, and the ability to handle customer interactions effectively in a fast-paced workplace.
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n Key Responsibilities
n1. Customer Interaction
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Handle incoming calls from customers and resolve their inquiries, complaints, and requests promptly.n
Make outbound calls to follow up on customer queries, feedback, or pending issues.n

n2. Issue Resolution
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Provide accurate information about products, services, and company policies.n
Troubleshoot customer issues and offer appropriate solutions, escalating complex cases when necessary.n

n3. Documentation
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Record detailed notes of customer interactions in the CRM or ticketing system.n




Ensure all customer data is accurately updated and maintained.n

n4. Customer Retention
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Build rapport with customers to ensure a positive experience and maintain long-term relationships.n
Identify prospects to upsell or cross-sell relevant products or services.n

n5. Quality Assurance
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Adhere to company scripts, guidelines, and compliance standards during calls.n
Maintain a high level of professionalism and empathy in all customer interactions.n

n6. Performance Monitoring
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Meet or exceed key performance metrics, including call handling time, resolution rates, and customer satisfaction (CSAT) scores.n
Participate in regular feedback sessions to improve performance.n

n7. Team Collaboration
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Work closely with other support teams to ensure seamless customer service.n
Share customer insights and feedback to support product or service improvements.n

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📌 Customer Support Executive Pune
🏢 Frido
📍 Pune