
Customer Interaction Specialist
5 days ago
Blended Customer Support Executive (Voice, Chat & Email)
About the Role:
We are seeking a dynamic and customer-focused professional to manage customer interactions through voice calls, live chat, and email.
The ideal candidate will have prior experience in handling all three support channels, a problem-solving mindset, and excellent communication skills.
Main Responsibilities:
- Handle incoming customer calls, emails, and chats in a timely and professional manner.
- Resolve customer queries, complaints, or requests efficiently while maintaining high customer satisfaction.
- Provide product/service-related information to customers and assist in troubleshooting issues.
- Document all interactions accurately in the CRM/ticketing system.
- Coordinate with internal teams to ensure prompt issue resolution and feedback to customers.
Adhere to defined quality and performance metrics (AHT, CSAT, FCR, etc.).Escalate complex issues to higher levels as per the escalation matrix.
Requirements:
- Minimum Graduate or equivalent
- 6 Months – 1 year of experience in a blended support role (voice, chat, and email).
- Strong verbal and written communication skills in English (and regional language, if applicable).
- Proficiency in using CRM platforms and support tools.
- Ability to multitask, prioritize, and manage time effectively.
- Customer-centric attitude with a willingness to go the extra mile.
Preferred Skills:
- Experience in BPO/KPO or customer service environments.
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