Customer Support Executive

About the Role Are you passionate about delivering exceptional customer service and creating meaningful interactions?cAs a& Customer Experience Executive, you ll be the voice of our brand helping customers find quick, effective, and friendly solutions. This role is perfect for someone who enjoys connecting with people, solving problems, and ensuring every customer leaves truly satisfied.& Key Result Areas (KRA)
1. Call Handling Efficiency Ensure& prompt answering of incoming calls& with minimal wait time. Make& outgoing calls& as per daily targets and protocol. Maintain& minimum login hours& as defined by operations. Achieve& consistent call quality& with a pleasant, happy voice and positive approach.2. Communication & Customer Experience Demonstrate& clear communication, empathy, and active listening on every interaction. Maintain a& positive attitude& to convert conversations into successful closures or satisfied customers. Provide accurate information and ensure every customer feels well-guided.3. Lead Response & Follow-Up Adhere to& response time guidelines& for fresh leads (First Call Time / immediate attempts).Make the& minimum required call attempts& as per SOP for each lead.Dispose leads correctly and timely in the& LMS& following SOPs.Ensure all& verified calls are transferred& to the correct centres and properly assigned in the LMS.4. WhatsApp & Digital CommunicationHandle& WhatsApp chats promptly, ensuring quick responses and helpful guidance.Maintain politeness, clarity, and professional tone in all chat interactions.5. Productivity & ReportingAchieve daily and monthly& call attempt targets, connection targets, and lead handling KPIs.Submit& Daily Productivity Reports& accurately and on time.Track personal performance against KPIs and work towards continuous improvement.6. Compliance & SOP AdherenceFollow all& SOPs, scripts, call dispositions, and lead assignment protocols without deviation.Maintain data accuracy and ensure& zero errors& in LMS updating.Maintain compliance with quality audits and feedback shared by the Quality Team.7. Team Coordination & Professional ConductCoordinate effectively with team leaders and centres for smoother call transfers and lead closures.Maintain professional behaviour, punctuality, and reliability.Participate in training and coaching sessions to improve skills.
Job Profile : Customer Support Executive
Industry : MBA, Diploma, bsc-bca-bbm, Walkin, tech-support