BPO Customer Support Executive

Key Responsibilities:

1. Customer Interaction & Support
   • Handle inbound and outbound calls professionally and courteously.
   • Understand customer queries, complaints, and service requests, and provide accurate solutions.
   • Maintain a positive, empathetic, and professional attitude while interacting with customers.
2. Problem Resolution
   • Listen carefully to customer concerns and resolve issues promptly.
   • Escalate complex problems to supervisors or relevant departments when necessary.
   • Ensure timely follow-up on pending cases to achieve customer satisfaction.
3. Product & Service Knowledge
   • Gain a thorough understanding of the company s products, services, and policies.
   • Educate customers about available offerings, features, and solutions.
   • Assist customers in troubleshooting issues and navigating company platforms or applications.
4. Data Entry & Documentation
   • Accurately update customer information in the database.
   • Maintain detailed records of customer interactions, feedback, and resolutions.
   • Prepare daily/weekly reports on call volumes, resolutions, and customer satisfaction metrics.
5. Quality & Performance Targets
   • Meet individual and team performance metrics such as call handling time, resolution rate, and customer satisfaction scores.
   • Adhere to standard operating procedures and quality standards set by the company.
   • Continuously improve service quality through training and feedback sessions.