Customer Support Executive

The Customer Support Agent is responsible for managing all incoming customer calls, ensuring prompt and effective resolution of customer concerns while maintaining service quality. Additionally, agents must identify and act upon sales or lead-generation opportunities that arise during interactions.

Key Responsibilities

• Handle inbound customer calls promptly and professionally.

• Understand and resolve customer concerns effectively within defined timelines.

• Ensure high customer satisfaction through clear communication and quality service.

• Identify potential sales or lead-generation opportunities during customer interactions. Promote relevant products or services and fulfill sales requirements when applicable. Document all call details, actions taken, and resolutions accurately in the CRM system. Adhere to all process guidelines, quality standards, and compliance requirements.

• Collaborate with team members and supervisors to improve overall service delivery.

Work Schedule

• Working Days: 6 days a week (Fixed Sunday working).

• Shifts: Rotational shifts as per business requirements.

Key Performance Indicators (KPIs)

• First Call Resolution (FCR)

• Average Handling Time (AHT)

• Customer Satisfaction Score (CSAT)

• Quality Audit Score

• Lead Conversion Rate

• Adherence & Attendance

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 6+ years Experience.