Customer Support Executive

2 weeks ago

Pune, Maharashtra, India Arcatron Mobility Private Limited Full time ₹ 2,00,000 - ₹ 5,00,000 per year

We are seeking a dedicated and professional call support executive to manage inbound and outbound customer calls. The ideal candidate will provide exceptional service by addressing inquiries, resolving issues, and maintaining a positive brand image. This role requires strong communication skills, patience, and the ability to handle customer interactions effectively in a fast-paced environment.

Key Responsibilities

  • Customer interaction: Handle incoming calls from customers and resolve their inquiries, complaints, and requests promptly. Make outbound calls to follow up on customer queries, feedback, or pending issues.
  • Issue resolution: Provide accurate information about products, services, and policies. Troubleshoot customer issues and offer solutions, escalating complex cases when necessary.
  • Documentation: Record detailed notes of customer interactions in the CRM or ticketing system. Ensure all customer data is accurately updated and maintained.
  • Customer retention: Build rapport with customers to ensure a positive experience and maintain long-term relationships. Identify and act on opportunities to upsell or cross-sell relevant products or services.
  • Quality assurance: Adhere to company scripts, guidelines, and compliance standards during calls. Ensure a high level of professionalism and empathy in all interactions.
  • Performance monitoring: Meet or exceed key performance metrics, including call handling time, resolution rates, and customer satisfaction (CSAT) scores. Participate in regular feedback sessions to improve performance.
  • Team collaboration: Work closely with other support teams to ensure seamless customer service. Share insights from customer interactions to inform product or service improvements.

Working Conditions

  • Flexibility to work shifts, including night, weekends, and holidays, as required.
  • Ability to handle a high volume of calls in a fast-paced environment, a minimum of 150 calls each day.
  • Comfortable working in a 6-day work week environment.

Key Performance Indicators (KPIs)

  • Average handling time (AHT).
  • First call resolution (FCR) rate.
  • Customer satisfaction (CSAT) scores.
  • Call quality and compliance scores.

This role is ideal for individuals who are passionate about customer service, have excellent communication skills, and can handle multiple tasks efficiently.

About Company: Arcatron Mobility Private Limited is creating innovative devices to enhance the lives of the elderly and mobility-impaired individuals. We are dedicated to uniquely addressing unmet needs. Our mission is to 'use technology to empower our consumers to lead a more active and safer lifestyle'.

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