IVR Customer Support

2 days ago

Pune, Maharashtra, India Frido Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Job Title: Senior Customer Support Executive – IVR Expert

Work Mode: Hybrid / Remote

Work Days: 6 days a week with rotational shifts and rotational week offs

About the Role

We are looking for a seasoned Senior Customer Support Executive – IVR Expert with 3–4 years of customer support experience, including at least 1.5–2 years of working extensively on IVR-based escalations. The ideal candidate will be confident in handling high call volumes, resolving sensitive customer issues, and ensuring seamless customer experiences through both IVR and direct interaction.

Key Responsibilities

  • Manage IVR-based call support, ensuring accurate routing and quick resolution of customer queries.
  • Provide direct call support for escalations, ensuring professionalism and empathy at all times.
  • Handle high-level escalations and work toward turning negative experiences into positive outcomes.
  • Monitor call flow, identify recurring customer pain points, and suggest improvements to IVR systems.
  • Ensure all customer interactions are documented accurately in the CRM.
  • Collaborate with internal teams to drive faster resolution of complex cases.
  • Proactively build rapport with customers during escalated interactions to drive positive public feedback.
  • Support in mentoring junior support executives, sharing best practices in call handling and escalation management.

Requirements

  • 3–4 years of customer support experience, with at least 1.5–2 years focused on IVR systems and call-based escalation handling.
  • Strong communication skills, both verbal and written, with the ability to de-escalate sensitive situations.
  • Proven ability to manage high call volumes and complex customer concerns with professionalism.
  • Familiarity with IVR tools, call monitoring systems, and CRM platforms.
  • Comfortable with rotational shifts and week offs.
  • A problem-solver with an empathetic approach to customer service.

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