Customer Support Executive

About Vyapar:

We are a technology and innovation company in the fintech space, delivering business accounting software to Micro, Small & Medium Enterprises (MSMEs). With more than Five Million customers across 140 countries, we are one of the fastest growing companies in this space. We take the complexity out of invoicing, inventory management & accounting, making it so simple that small businesses can spend less time on manual bookkeeping and spend more time focusing on areas of business that matter.

Overview

The Customer Support Agent is responsible for managing all incoming customer calls,

ensuring prompt and effective resolution of customer concerns while maintaining service

quality. Additionally, agents must identify and act upon sales or lead-generation

opportunities that arise during interactions.

Key Responsibilities

• Handle inbound customer calls promptly and professionally.
• Understand and resolve customer concerns effectively within defined timelines.
• Ensure high customer satisfaction through clear communication and quality service.
• Identify potential sales or lead-generation opportunities during customer interactions.
• Promote relevant products or services and fulfill sales requirements when applicable.
• Document all call details, actions taken, and resolutions accurately in the CRM system.
• Adhere to all process guidelines, quality standards, and compliance requirements.
• Collaborate with team members and supervisors to improve overall service delivery.

Work Schedule

• Working Days: 6 days a week (Fixed Sunday working).
• Shifts: Rotational shifts as per business requirements.

Key Performance Indicators (KPIs)

• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Customer Satisfaction Score (CSAT)
• Quality Audit Score
• Lead Conversion Rate
• Adherence & Attendance

Behavioral Expectations

• Maintain a customer-first attitude at all times.
• Display strong communication and problem-solving skills.
• Work effectively under pressure and manage time efficiently.
• Demonstrate teamwork and professional conduct in all interactions.