Customer /Senior Customer Support

Qualification: 12th / Undergraduate / Graduate

Experience: Experience: Minimum 6 months to 6 Years in a Voice process (inbound or outbound) in BPO

Industry/Experience Specification: Previous experience in BPO inbound/outbound process preferred

Job Role:

As a Customer Care Executive or Senior Customer Care Executive, you will interact with customers primarily via phone, for either inbound or outbound process. Your role will involve providing outstanding customer support by resolving queries, providing product/service information, and ensuring a positive customer experience. Senior Customer Care Executives will additionally handle complex customer issues, mentor juniors, and assist in process improvement initiatives.

Key Responsibilities:

01) Customer Interaction: Handle inbound and/or outbound calls professionally, responding to customer inquiries promptly and accurately.

02) Issue Resolution: Understand and resolve customer issues, by providing accurate and correct information, ensuring queries are resolved timely and efficiently while maintaining high customer satisfaction.

03) Product/Process Knowledge: Maintain thorough knowledge of company products, services, and policies to provide accurate information and solutions.

04) Upsell services or products to customers whenever possible.

05) Communication Skills: Communicate clearly and empathetically with customers in English, Hindi, and/or regional languages such as Kannada, Tamil, Telugu, Marathi, Bengali, Gujarati, Malayalam, etc.

06) Documentation: Accurately record customer interactions, complaints, and feedback in the CRM system as per organizational standards.

07) Adherence to SOPs: Follow standard operating procedures and guidelines to ensure compliance and quality service delivery.

08) KPI Achievement: Meet or exceed defined performance metrics such as Customer Satisfaction (CSAT), Average Handling Time (AHT), First Call Resolution (FCR), and adherence to schedule.

09) Escalate unresolved issues to the appropriate internal teams whenever required.

10) Maintain a high level of professionalism in all communications with customer.

11) Maintain accurate records of customer interactions and solutions provided in the CRM system.

12) Mentorship (Senior Role): Mentor and train junior executives to improve team performance and facilitate knowledge sharing.

13) Continuous Improvement: Participate actively in team meetings, feedback sessions, and quality audits to contribute to ongoing process enhancements.

14) Shift & Attendance: Work in fixed day shifts or rotational shifts as per business requirements, ensuring punctuality and attendance.

Required Key Skills / Desired Experience:

01) Educational Qualification: 12th / Undergraduate / Graduates are eligible to apply for the role.

02) Work Experience: Minimum 6 months to 6 Years in a Voice process (inbound or outbound) in BPO.

03) Prior experience in an outbound sales process would be highly desirable.

04) Notice Period: Candidates who can join immediately or in 10 or 15 days would be considered favorably.

05) Salary Range: as per company norms.

06) Communication and Languages: Candidate must have good communication in both English & Hindi along with one of the regional languages like Kannada, Tamil, Malayalam, Telugu, Marathi, Bengali, Gujarati, etc.

07) Willing to work in night or rotational shifts with rotational offs. Day Shift processes are also avaiable.

08) Able to multitask, prioritize, and manage time efficiently.

09) Ability to flourish with minimal guidance, be proactive, and handle uncertainty.

10) Strong problem-solving and analytical skills.