Customer Service Executive

4 hours ago

Pune, Maharashtra, India Arcatron Mobility Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Job Title:

Customer Support Executive - IVR

Job Summary:

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:

  1. Customer Interaction:

  2. Handle incoming calls from customers and resolve their inquiries, complaints, and requests promptly.

  3. Make outbound calls to follow up on customer queries, feedback, or pending issues.

  4. Issue Resolution:

  5. Provide accurate information about products, services, and policies.

  6. Troubleshoot customer issues and offer solutions, escalating complex cases when necessary.

  7. Documentation:

  8. Record detailed notes of customer interactions in the CRM or ticketing system.

  9. Ensure all customer data is accurately updated and maintained.

  10. Customer Retention:

  11. Build rapport with customers to ensure a positive experience and maintain long-term relationships.

  12. Identify and act on opportunities to upsell or cross-sell relevant products or services.

  13. Quality Assurance:

  14. Adhere to company scripts, guidelines, and compliance standards during calls.

  15. Ensure a high level of professionalism and empathy in all interactions.

  16. Performance Monitoring:

  17. Meet or exceed key performance metrics, including call handling time, resolution rates, and customer satisfaction (CSAT) scores.

  18. Participate in regular feedback sessions to improve performance.

  19. Team Collaboration:

  20. Work closely with other support teams to ensure seamless customer service.

  21. Share insights from customer interactions to inform product or service improvements.

Qualifications:

  • Education:

  • A bachelors degree is a must.

  • Experience:

  • 2-3 years of experience in a reputed call center/BPO

  • Skills:

  • Excellent verbal communication skills with a clear and professional tone.

  • Strong listening and problem-solving abilities.
  • Proficiency in call center tools and CRM systems (e.g., Salesforce, Zendesk, Freshdesk).
  • Ability to handle challenging situations with empathy and composure.

Preferred Skills:

  • Experience in handling customer over calls and build rapport.
  • Familiarity with industry-specific regulations or compliance standards.
  • Multilingual proficiency for handling diverse customer bases.

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, minimum 150 calls each day
  • Comfortable to work in 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.

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