Customer Support Executive

8,000 - 14,000 /month

City Cable

Sector V - Salt Lake, Kolkata

Freshers in Customer Support / TeleCaller

5 Openings

Full Time

Industry Type: Telecom / ISP

Languages: Hindi, Bengali

Graduate and above

All genders

6 days working | Day Shift

Key Responsibilities:

1. Inbound Customer Support & Technical Troubleshooting

Resolve Connectivity Issues: Troubleshoot issues like slow internet, frequent disconnections, and router configurations.
Hardware Guidance: Guide customers step-by-step through basic hardware resets and Wi-Fi setup.
Account & Billing Support: Explain billing statements, payment cycles, charges, and process plan upgrades or downgrades.
Ticket Escalation: Log interactions accurately in the CRM and escalate complex network issues to the backend team.

2. Outbound Sales, Renewals & Retention

Sales & Upselling: Pitch new FTTH plans, Wi-Fi routers, data limit upgrades, and bundled OTT/IPTV packs to prospective and existing users.
Retention Outreach: Execute grace-period calling, win-back campaigns for disconnected users, and offer custom deals to prevent churn.
Proactive Support: Conduct installation follow-ups, confirm ticket resolutions, and share digital payment links via mobile wallets/UPI.
Outage Alerts: Proactively notify high-value clients about scheduled maintenance or unexpected fiber cuts.

3. LCO (Local Cable Operator) Coordination

Ground Support: Assist LCO partners with ground-level wiring issues and track last-mile internet faults.
Field Coordination: Coordinate fieldwork between agents, network teams, and LCOs.
Ticket Verification: Verify LCO updates before officially closing technical tickets in the system.

4. Performance & Quality Metrics

Meet daily targets for Average Handling Time (AHT), First Contact Resolution (FCR), specific talk time, and outbound call volumes.
Follow established communication scripts and company policies to ensure strict quality compliance.

It is a Full Time Customer Support / TeleCaller job for candidates with Freshers.

Can freshers or experienced candidates apply for this Customer Support Executive role?
Ans : Candidates who have a Graduate and above qualification can apply for this Customer Support Executive role.
What salary is offered for this Customer Support Executive job?
Ans : The salary for this Customer Support Executive job ranges between ₹8,000-₹14,000 per month.
What shift and timings does this job follow?
Ans : This Customer Support Executive job follows a Day shift.
Do you need to visit the office for this job?
Ans : Yes, candidates need to visit the office and work from the location in Sector V - Salt Lake, Kolkata.
How many openings are available for this position?
Ans : There are 5 openings available for this position.
Is this job open for all genders?
Ans : Yes, this Customer Support Executive job is open for both male and female candidates.
Where is this job located?
Ans : This Customer Support Executive job is located in Sector V - Salt Lake, Kolkata.
Why should you apply for this Customer Support Executive job?
Ans : This Customer Support Executive job offers a salary between ₹8,000-₹14,000 per month. This is a Full Time opportunity and has 5 openings available.