Job Title: Customer Support Executive – IVR

nn Job Summary

nWe 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.

nThis role requires strong communication skills, patience, and the ability to handle customer interactions effectively in a fast-paced environment.

nn Key Responsibilities

n1. Customer Interaction

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- Handle incoming calls from customers and resolve their inquiries, complaints, and requests promptly.
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- Make outbound calls to follow up on customer queries, feedback, or pending issues.
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n2. Issue Resolution

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- Provide accurate information about products, services, and company policies.
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- Troubleshoot customer issues and offer appropriate solutions, escalating complex cases when necessary.
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n3. Documentation

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- Record detailed notes of customer interactions in the CRM or ticketing system.
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- Ensure all customer data is accurately updated and maintained.
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n4. Customer Retention

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- Build rapport with customers to ensure a positive experience and maintain long-term relationships.
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- Identify opportunities to upsell or cross-sell relevant products or services.
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n5. Quality Assurance

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- Adhere to company scripts, guidelines, and compliance standards during calls.
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- Maintain a high level of professionalism and empathy in all customer interactions.
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n6. Performance Monitoring

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- Meet or exceed key performance metrics, including call handling time, resolution rates, and customer satisfaction (CSAT) scores.
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- Participate in regular feedback sessions to improve performance.
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n7. Team Collaboration

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- Work closely with other support teams to ensure seamless customer service.
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- Share customer insights and feedback to support product or service improvements.
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nn Qualifications

n Education

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- Bachelor’s degree is mandatory.
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nn Experience

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- 0–3 years of experience in a reputed call center/BPO in a voice process.
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nn Skills

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- Excellent verbal communication skills with a clear and professional tone.
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- Strong listening and problem-solving abilities.
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- Proficiency in call center tools and CRM systems such as Salesforce, Zendesk, or Freshdesk.
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- Ability to handle challenging situations with empathy and composure.
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nn Preferred Skills

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- Experience in handling customers over calls and building rapport.
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- Familiarity with industry-specific regulations or compliance standards.
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- Multilingual proficiency to handle diverse customer bases.
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nn Working Conditions

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- Flexibility to work in shifts, including nights, weekends, and holidays, as required.
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- Ability to manage a high volume of calls in a fast-paced environment (minimum 150 calls per day).
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- Comfortable working in a 6-day work week workplace.
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- Key Performance Indicators (KPIs)
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- Average Handling Time (AHT)
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- First Call Resolution (FCR) Rate
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- Customer Satisfaction (CSAT) Scores
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- Call Quality and Compliance Scores
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nnThis role is ideal for individuals who are passionate about customer service, possess excellent communication skills, and can efficiently manage multiple tasks in a dynamic environment.

nnInterested candidates can share their resumes at [email protected] and [email protected]

📌 Customer Support Executive - IVR (Pune)
🏢 Frido
📍 Pune