• Manage Inbound/Outbound Calls: Handle live voice interactions with international customers professionally and empathetically.
• Resolve Issues: Troubleshoot and diagnose customer complaints, billing questions, and service inquiries to provide accurate solutions.
• Maintain Performance Metrics: Meet or exceed key performance indicators (KPIs) including Average Handling Time (AHT), Customer Satisfaction (CSAT), and First-Call Resolution (FCR).
• Document Transactions: Record detailed summaries of all customer interactions, feedback, and escalations accurately in the CRM system.
• Follow Quality Protocols: Adhere strictly to established call-handling procedures, compliance rules, and skilled telephone etiquette.
• Escalate Complex Cases: Route advanced technical or structural problems to the appropriate internal teams while keeping the customer informed.
📌 Customer Support Executive (Bengaluru)
🏢 Concentrix
📍 Bengaluru
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