Customer Support Executive - Voice Process

Key Responsibilities

• Handle inbound and outbound calls to address customer queries, complaints, and requests.
• Provide clear, accurate, and prompt information to customers about products, services, or policies.
• Record customer details, feedback, and interactions in the system/CRM.
• Resolve issues at the first point of contact or escalate them to higher authorities when necessary.
• Maintain a polite, empathetic, and professional tone at all times.
• Meet performance targets including call handling, response time, and customer satisfaction scores .
• Follow scripts, FAQs, and company guidelines while managing calls.
• Keep updated about product knowledge, promotions, and company updates.

Skills & Competencies Required

• Excellent verbal communication and active listening skills.
• Ability to stay calm and handle difficult or irate customers professionally.
• Basic computer knowledge and ability to use CRM/telecalling software.
• Problem-solving skills with a customer-centric approach.
• Good command of English, Hindi, and/or local languages