Customer Support Executive

8,000 - 15,000 /month

Indian Cable Net Company Limited

Sector V - Salt Lake, Kolkata

0 - 3 years Experience in Customer Support / TeleCaller

5 Openings

Full Time

Skills Required

Domestic Calling

Job Highlights

Industry Type: Telecom / ISP

Languages: Hindi, Bengali

Graduate and above

All genders

6 days working | Day Shift

Job Description

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.

Other Details

It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 3 years of experience.

More about this Customer Support Executive job

Can freshers or experienced candidates apply for this Customer Support Executive role?
Ans : Candidates who have a Graduate and above qualification with 0-3 years of experience can apply for this Customer Support Executive role.
How much can you earn in this position?
Ans : You can earn between ₹8,000-₹15,000 per month in this Customer Support Executive position.
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 vacancies are there for this Customer Support Executive job?
Ans : There are 5 vacancies for this Customer Support Executive role.
Is this job open for all genders?
Ans : Yes, this Customer Support Executive job is open for both male and female candidates.
What work will you do in this role?
Ans : As a Customer Support Executive, you will work on skills like Domestic Calling.
What is the job location for this position?
Ans : The job location for this Customer Support Executive position is Sector V - Salt Lake, Kolkata.
Who is the right fit for this Customer Support Executive job?
Ans : A candidate having skills like Domestic Calling with 0-3 years of experience is the right fit for this Customer Support Executive job.
What makes this Customer Support Executive job a good opportunity?
Ans : This Customer Support Executive job is a good opportunity as it offers a salary between ₹8,000-₹15,000 per month. This is a Full Time job and has 5 openings.