Key Performance Areas (KPAs) & Principal Accountabilities 1 Handle inbound calls, chats and/or outbound customer calls professionally and courteously. 2 Respond to customer inquiries and resolve issues through chat support within defined service levels. 3 Identify customer needs and deliver appropriate solutions during the first interaction whenever possible. 4 Maintain high levels of customer satisfaction through effective communication and issue resolution. 5 Accurately document customer interactions and update relevant systems and CRM tools. 6 Adhere to quality, compliance, and data security requirements always. 7 Meet assigned productivity, utilization, and performance targets across both voice and chat channels. 8 Escalate unresolved or complex issues to the appropriate support teams.

Qualitative Requirements Work

Experience • 0–2 years of experience in customer service, contact center, BPO, or customer support operations handling incoming calls /chats. Exclusion – Work experience in Domestic Outbound collection, real estate,



inbound insurance related processes, and non-BPO experience candidates.

- Added benefit if experience in the E-Commerce/Retail domain/process/industry.

Educational

Qualification • Graduation from a recognized university Professional Certifications • Hospitality/ Customer service management/ other skills-based will be an added advantage Skills & Abilities • Excellent, effective verbal and written communication skills • (Clear Voice & Accent ( No MTI) | Active listener – Versant 4 • Computer proficiency | Proficiency in MS Office applications, particularly Excel and Outlook.

- Typing speed ( min 30-40 WPM with min 90% accuracy) – (Typing test to be conducted and result required before client round) • Strong attention to detail and accuracy.
- Ability to work in a quick-paced environment and manage multiple tasks.

📌 Customer Care Executive (Noida)
🏢 ISON XPERIENCES
📍 Noida