Customer Support Executive

Key Job Duties

• Handle inbound and outbound customer calls related to Traya products, services, orders, and customer queries.

• Understand the customer's concern by using active listening and effective questioning skills.

• Provide customers with accurate information and appropriate resolutions as per the process guidelines.

• Assist customers with queries related to orders, appointments, services, payments, product usage, and general support.

• Explain products, services, processes, and policies clearly in Hindi and English, along with the required regional language.

• Handle customer objections, complaints, and difficult conversations professionally and confidently.

• Maintain a polite, positive, and professional tone throughout every customer interaction.

• Follow the prescribed call flow, scripts, quality standards, compliance requirements, and company policies.

• Record complete and accurate details of every customer interaction in the CRM/system.

• Update customer information, call disposition, remarks, follow-up requirements, and other relevant details after each call.

• Make outbound follow-up calls to customers wherever required by the process.

• Ensure timely follow-up with customers and provide relevant information or assistance.

• Escalate unresolved or critical customer issues to the appropriate team according to the escalation process.

• Protect customer information and maintain confidentiality and data privacy at all times.

• Achieve assigned daily, weekly, and monthly performance targets/KPIs such as call handling, productivity, quality, and customer satisfaction.

• Maintain good Average Handling Time (AHT) while ensuring that customer concerns are properly addressed.

• Maintain high standards of customer satisfaction and first-call resolution wherever possible.

• Be flexible and comfortable working in a target-oriented, fast-paced voice process environment.

• Follow attendance, punctuality, shift, break, and workplace policies.

• Participate in training, coaching, quality feedback sessions, and performance improvement programs.

• Continuously improve communication, product knowledge, customer-handling, and objection-handling skills.

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 6 months of experience.