Customer Support & Backend ExecutiveJob Overview-WFH

We are looking for a responsible, customer-focused, and detail-oriented Customer Support & Backend Executive to join our team. The role will involve handling inbound customer calls, making outbound calls, and managing backend/administrative tasks to ensure smooth day-to-day operations.

The ideal candidate should have excellent communication skills, a professional attitude, good follow-up abilities, and the ability to manage multiple tasks efficiently. This position requires someone who can interact confidently with customers while also ensuring that backend records, processes, and assigned tasks are completed accurately and on time.

Key Responsibilities1. Inbound Customer Calls-20%

- Receive and handle incoming customer calls in a professional and courteous manner.
- Understand customer queries, requirements, complaints, and requests.
- Provide accurate information about products, services, processes, orders, or other relevant matters.
- Resolve customer concerns whenever possible and escalate complex issues to the appropriate department or senior team member.
- Maintain a positive and professional customer experience during every interaction.
- Record important details from customer conversations and update the relevant systems or records.

2. Outbound Calls & Follow-Ups-50%

- Make outbound calls to existing and potential customers as required.
- Follow up on leads, inquiries, pending requests, orders, payments, appointments, or other assigned activities.
- Contact customers to collect required information or provide updates.
- Conduct regular follow-ups to ensure that pending matters are closed within the expected timeline.
- Maintain accurate records of outbound calls, outcomes, and follow-up requirements.
- Coordinate with internal teams whenever customer requests require further action.

3. Backend & Administrative Work-30%

- Perform day-to-day backend and administrative tasks related to customer support and operations.
- Enter, update, and maintain customer information and other records accurately.
- Process forms, documents, applications, orders,



requests, or other assigned information.
- Update spreadsheets, CRM systems, software, or internal databases.
- Verify information and ensure that records are complete and error-free.
- Prepare basic reports and maintain daily activity records.
- Coordinate with different departments to ensure that customer and operational tasks are completed smoothly.
- Track pending cases and follow up internally until closure.

4. Coordination & Operations

- Coordinate between customers and internal departments whenever required.
- Ensure that customer requests are communicated clearly to the relevant team.
- Monitor pending tasks and provide timely updates.
- Follow company processes, policies, and standard operating procedures.
- Identify recurring customer issues or operational problems and report them to management.
- Support the team with additional operational tasks as assigned.

Required Skills & Qualifications

- Good verbal and written communication skills.
- Comfortable speaking with customers over the phone.
- Basic computer knowledge and familiarity with email, spreadsheets, and office applications.
- Ability to learn and use CRM, customer-support, or other business software.
- Good typing and data-entry skills.
- Strong attention to detail and accuracy.
- Good organizational and time-management skills.
- Ability to handle multiple tasks and prioritize work effectively.
- Patient, polite, and professional approach toward customers.
- Valuable follow-up and coordination skills.
- Ability to work independently as well as as part of a team.

Preferred Qualities

The ideal candidate should be:

- Customer-oriented and service-minded.
- Confident and comfortable communicating over the phone.




- Responsible and punctual.
- Proactive in following up on pending tasks.
- Organized and detail-oriented.
- Quick to learn new processes and software.
- Calm and professional when dealing with difficult or demanding customers.
- Comfortable balancing phone-based responsibilities with backend work.

Key Performance Areas

Performance will be evaluated based on:

- Quality and professionalism of customer interactions.
- Number and quality of inbound and outbound calls handled.
- Timely completion of customer follow-ups.
- Accuracy of backend and data-entry work.
- Timely closure of assigned tasks.
- Customer satisfaction and issue-resolution effectiveness.
- Adherence to company processes and reporting requirements.
- Overall productivity, reliability, and teamwork.

Work Nature

This is a hybrid customer service and operations role. The employee will divide their time between:

- Receiving inbound calls
- Making outbound calls
- Customer follow-ups
- Data entry and documentation
- Backend processing
- Internal coordination
- Updating records and reports
- Other operational responsibilities assigned by management

The employee is expected to maintain a high level of professionalism, accuracy, responsiveness, and accountability across both customer-facing and backend responsibilities.

Experience

Experience: Minimum 1 years in customer service, telecalling, BPO, sales support, operations, back-office, or a similar role.

Freshers with strong communication skills and a willingness to learn may also be considered.

Reporting

The employee will report to the Team Leader / Operations Manager / Customer Support Manager, depending on the organization's structure.

Overall Objective

The primary objective of this role is to ensure that customers receive prompt, professional, and helpful support, while all related backend and operational activities are completed accurately, efficiently, and within the required timelines.

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

- Work from home

Work Location: Remote

📌 Customer Service and Sales Advisor (India)
🏢 Bigreason
📍 India