We are looking for Customer Support Executives (Inbound Voice) to handle incoming customer calls, resolve queries, and ensure high levels of customer satisfaction. The role requires strong communication skills, patience, and the ability to follow defined processes and scripts.

Key Responsibilities

- Handle inbound customer calls professionally and courteously

- Understand customer issues and provide accurate resolutions :

- Follow process guidelines, scripts, and SOPs :

- Maintain detailed call logs and case documentation :

- Escalate complex issues to Team Leaders when required

- Achieve defined KPIs such as AHT, FCR, CSAT, and Quality scores

- Ensure data confidentiality and compliance at all times

Required Skills & Qualifications

- Minimum 12th pass / Graduate (any stream)

- 0-3 years experience in inbound voice process (freshers welcome)

- Good verbal communication skills (English/Hindi/regional language as required)





- Ability to handle high call volumes :

- Basic computer knowledge (CRM, ticketing tools)

- Strong listening and problem-solving skills

- Willingness to work in rotational shifts

Preferred Skills (Added Advantage)

- Prior experience in customer service :

- Knowledge of CRM tools :

- Neutral accent (for international process)

- Customer-first attitude

Performance Metrics (KPIs)

- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction Score (CSAT)
- Call Quality Score

Salary & Benefits

- Competitive salary + performance incentives
- Paid training
- PF, ESI (as applicable)
- Growth opportunities opportunities

Job Types : Full-time, Permanent

Pay: ₹10,206.64 - ₹30,113.28 per month

Benefits :

- Provident Fund

Work Location: In person

📌 Customer Support Coordinator (Haldia)
🏢 SERNION TECHNOLOGIES PRIVATE
📍 Haldia