BPO Customer Support Executive

Key Responsibilities

1. Customer Interaction and Support
   • Answer inbound and outbound calls, emails, or chat messages promptly and professionally.
   • Provide accurate information about products, services, policies, and procedures.
   • Guide customers through troubleshooting steps to resolve technical or service-related issues.
2. Problem Resolution
   • Listen actively to customer concerns, identify the root cause of the issue, and provide effective solutions.
   • Escalate unresolved queries to higher support levels or specialized teams as needed.
   • Follow up with customers to ensure complete resolution and satisfaction.
3. Process Adherence
   • Follow standard operating procedures (SOPs) and company guidelines while handling customer interactions.
   • Maintain service-level agreements (SLAs) related to response time, resolution time, and call handling time.
   • Adhere to compliance, quality, and data protection requirements while handling sensitive customer information.
4. Documentation and Reporting
   • Accurately log all customer interactions and issues into CRM systems or support databases.
   • Prepare daily/weekly reports on call volumes, resolution rates, and customer satisfaction levels.
   • Provide feedback to management regarding recurring issues or process improvements.
5. Customer Relationship Management
   • Build positive rapport with customers by showing empathy and professionalism.
   • Handle irate or dissatisfied customers with patience and conflict resolution skills.
   • Ensure first-call resolution (FCR) wherever possible to minimize repeated queries.
6. Collaboration and Coordination
   • Work closely with team members and supervisors to achieve performance targets.
   • Collaborate with internal departments (technical, billing, sales) for issue resolution.
   • Participate in training sessions to stay updated on new products, processes, and tools.

Required Skills and Competencies

• Communication Skills : Excellent spoken and written communication in English (and regional or international languages depending on client requirements).
• Customer Handling Skills : Patience, empathy, and active listening to address diverse customer concerns.
• Technical Knowledge : Basic understanding of computers, software tools, CRM systems, and troubleshooting methods.
• Problem-Solving Ability : Analytical mindset to quickly understand and resolve issues.
• Time Management : Ability to manage high call/chat volumes while maintaining service quality.
• Adaptability : Flexibility to work in shifts, including nights, weekends, or holidays, as per client demands.
• Teamwork : Collaborative approach to achieve shared performance goals.