Customer Support Executive

2 weeks ago

Pune, Maharashtra, India 224d60df-0239-424c-b124-ddff1fc18485 Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Voice Support & Customer Interaction:

Handle inbound and outbound calls professionally, ensuring a positive customer experience

Provide real-time assistance for order placement, status updates, and issue resolution

Communicate clearly and confidently with international customers across multiple time zones

Order Management & Processing:

Manage end-to-end order lifecycle including validation, entry, tracking, and fulfilment

Ensure accuracy in data entry and compliance with telecom standards and SLAs

Monitor order queues and proactively follow up on pending or delayed orders

Problem Resolution & Escalation Handling:

Identify issues quickly and provide effective solutions during calls

Escalate complex cases to internal teams while maintaining ownership until resolution

Document all interactions and resolutions in CRM systems for audit and tracking

Process Compliance & Quality Assurance:

Adhere to scripts, regulatory guidelines, and company policies during customer interactions

Maintain high standards of service quality and meet performance metrics (AHT, FCR, CSAT)

Participate in regular audits and implement feedback for continuous improvement

Collaboration & Reporting:

Work closely with internal teams (technical, provisioning, billing) to ensure smooth order fulfilment

Prepare daily/weekly reports on order status, call performance, and customer feedback

Contribute to process improvement initiatives and share best practices

Kindly reach out to the mentioned number or drop your resume

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