Customer Experience Executive

2 weeks ago

Gurgaon, Haryana, India OZI Technologies Pvt Ltd Full time ₹ 8,00,000 - ₹ 12,00,000 per year

The Customer Support Executive will be the first point of contact for our customers. This role involves managing a high volume of inbound calls, addressing customer queries, resolving complaints, and providing detailed information about our products and services. The ideal candidate is empathetic, patient, articulate, and dedicated to delivering an outstanding customer experience.

Key Responsibilities:

  • Answer incoming calls promptly and professionally, adhering to quality and service standards.
  • Understand customer queries, provide accurate information, and guide customers to appropriate solutions.
  • Handle customer complaints with empathy and efficiency, aiming for first-call resolution.
  • Escalate complex issues to senior support or relevant departments while ensuring timely follow-up.
  • Log all customer interactions accurately in the internal CRM system, including details of inquiries, comments, and actions taken.
  • Stay updated on product knowledge, company policies, and service changes to ensure accurate communication.
  • Follow call handling procedures, scripts, and meet service-level agreements (SLAs).
  • Provide feedback to management on recurring issues or emerging customer trends.

Required Skills and Qualifications:

  • Bachelors degree in any discipline (preferred).
  • 2-4 years of experience in customer service or call center roles, preferably inbound calling.
  • Excellent verbal communication skills in English.
  • Customer-centric mindset with strong problem-solving abilities.
  • Proficiency in using computers, CRM tools, and call center software.
  • Ability to handle high call volumes in a fast-paced environment.

Preferred Qualities:

  • Experience in customer support within e-commerce, telecom, fintech, or BPO sectors.
  • Familiarity with ticketing systems such as Zendesk, Freshdesk, or Salesforce.
  • Strong organizational and multitasking skills.
  • Positive attitude and team-player mentality.

What We Offer:

  • Comprehensive onboarding and product training.
  • A collaborative, respectful, and supportive work environment.
  • Competitive salary and performance-based incentives.
  • Health and wellness benefits (if applicable).
  • Opportunities for internal growth and career development.

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