Customer Support Executive

1 day ago

Noida, Uttar Pradesh, India Virtuoso Professional Services LLP Full time ₹ 4,00,000 - ₹ 6,00,000 per year

Key Responsibilities:

  • Handle customer internactions in a courteous and professional manner.
  • Accurately identify customer needs and provide appropriate solutions or escalations.
  • Maintain up-to-date knowledge of products, services, and processes.
  • Follow defined scripts, procedures, and call quality guidelines.
  • Meet or exceed key performance metrics such as AHT, CSAT, FCR, and adherence.
  • Escalate complex or unresolved cases to the Team Leader or relevant department.
  • Maintain confidentiality of customer data and comply with information security policies.
  • Participate in regular coaching and feedback sessions to improve performance.
  • Follow company templates, tone of voice, and response guidelines.
  • Ensure response time and resolution SLAs are met.
  • Collaborate with cross-functional teams for issue resolution.

Qualifications & Skills:

  • Minimum: Bachelor's degree or diploma.
  • Minimum 1 year of experience required in Voice
  • Strong communication and active listening skills.
  • Fluent in English with minimum B2.
  • Ability to work under pressure and manage multiple tasks.
  • Customer-focused with a positive attitude and empathy.
  • Basic computer literacy (MS Office, CRM tools).
  • Flexible to work in shifts, weekends, and public holidays.
  • Excellent written communication skills.
  • Typing speed and accuracy (minimum 40 wpm preferred).
  • Strong analytical and problem-solving ability.

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