Customer Support Executive

We are looking for a Customer Support Executive to join our team at Tech Mahindra. This role involves handling calls, providing exceptional customer support, and addressing queries and concerns related to BPO. The role offers ₹20,000 - ₹22,000 and a dynamic environment with opportunities for growth.

Key Responsibilities:

Designation: Associate Customer Support

Location: Mumbai

Salary: Not to be Disclosed

Language proficiency required: English, Hindi. Regional languages will be an added advantage.

Position Summary: Handle Calls/Emails/Chat of customers and provide appropriate solution to their queries

Roles and Responsibilities

• Handle customer queries and provide resolution to end users

• Escalate priority issues per Client specifications to the immediate lead as applicable

• Provide inputs on process changes and best practices.

• Stay updated with new updates, process changes and updates.

• Maintain Exemplary Attendance and Punctuality

• Must work as a team and support whenever required.

• Must be comfortable with Email/Chat handling.

• Should be comfortable with inbound calls/Outbound Calls.

• Must have good verbal and written communication skills.

Key Deliverables (KRA Measure)

·         Complete 9 hours of staffed time on all rostered days

·         Handle emails while maintaining the overall productivity for the day

·         Provide exemplary customer satisfaction

·         Meet quality standards on all handled contacts

Applicant’s Specifications & Qualification:

1.       Excellent Communication Skills: well-articulated sentences; Good comprehension, expression, tone & pronunciation; Speech clarity; Perfect diction and fluency in language:

a.       Verbal: Languages: English, Hindi & Regional Languages

b.       Written: English

2. Resources will be hired basis a Versant (VETI)-Domestic Version Score 5 and above (Voice) & Score 50 (Written Versant for Non-Voice) skillset

3. The process can comprise of 50:50 ratio of Junior & Senior executives

a. Junior Executives need to be Graduates having minimum 6 months - 12 months of prior experience in Inbound Voice/Nonvoice service process in hospitality industry

b. Senior Executive need to be Graduates having minimum 12 months experience

4. Executives undergoing Graduation might be considered on an exception basis provided the candidates are extremely good and have minimum 12 months experience in Inbound Voice/Nonvoice process in service industry. Such exceptions must be approved by Head of Centralized Customer Service at MHRIL

5. Aptitude and psychometric test to be conducted as part of hiring process

6. Agents should be patient, empathetic, and passionately communicative

7. Agents should have ability to adapt/respond to different types of personas

8. Should have mind set to “Go the extra mile” to engage with and delight MHRIL Members

9. Should be able to understand Members requirements and provide resolution

10. Should have minimum 30 wpm typing speed with 90% and more as Accuracy%

11. After call work should not be more than 10 secs for first 06 months and to be mutually baselined between the two teams after beta period

12. Agents should be fast learners and should have the capability to manage large number of inbound interactions and seizes the opportunity to upsell products and services as guided by MHRIL

13. In addition to the language proficiency skills, it is desired that Agents should be active with pleasing personality and have a fine hand-eye coordination that enables them to swiftly navigate through CRM & related applications and log MHRIL interactions providing prompt and caring service to our MHRILs

14. Good written communication capability for Email, Chat and Social Media, etc.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.