Job DescriptionJob Title: Customer Support Executive – IVR
N n Job Summary
NWe 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.
NThis role requires strongcommunication skills, patience, and the ability to handle customer interactions effectively in a quick-paced setting.
N 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 opportunities to upsell or cross-sell relevant products or services. N

n5. Quality Assurance
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Adhere to companyscripts, 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 withother support teams to ensure seamless customer service. N
Share customer insightsand feedback to support product or service

📌 Customer Support Executive Surat
🏢 Frido
📍 Surat