Job Description: Customer Support Executive (Voice Process, Product Feedback)

Position Overview: We are seeking a motivated and customer-focused Customer Support Executive to join our team. This role combines voice-based customer support, managing product feedback, and ensuring the efficient operation of CCTV systems for security and quality monitoring. The ideal candidate will have excellent communication skills, a strong customer service mindset, and the ability to handle multiple responsibilities in a fast-paced environment.

Key Responsibilities:

1. Voice Process & Customer Support:
2. CTC : 3-4 LPA

• Answer inbound calls from customers, providing prompt and professional assistance for inquiries, complaints, or service requests.
• Troubleshoot issues and provide step-by-step guidance to resolve customer queries.
• Maintain a positive and empathetic tone while interacting with customers to ensure a satisfactory service experience.
• Escalate complex issues to the relevant department or management when necessary.
• Document customer interactions, including complaints, inquiries, and resolutions, in the CRM system.

1. Customer Feedback & Product Improvement:
2. 
   

• Collect and record customer feedback regarding products and services through calls, surveys, and other methods.
• Analyze customer feedback to identify trends, common issues, and areas for product or service improvements.
• Collaborate with product and quality teams to provide valuable insights for product enhancement based on customer feedback.
• Ensure timely follow-up on customer feedback and report findings to the management team.

Skills and Qualifications:

• Proven experience in a customer service or support role, especially in voice-based support.
• Strong verbal and written communication skills with a focus on clear and professional interaction.
• Ability to handle customer complaints and inquiries in a calm, empathetic, and solution-oriented manner.
• Excellent organizational skills and the ability to manage multiple tasks at once.
• High level of attention to detail and the ability to handle sensitive information responsibly.
• Ability to work in a team as well as independently with minimal supervision.
• Flexibility to work in shifts, including evenings and weekends, as required.

Educational Requirements:

• A high school diploma or equivalent; Bachelor's degree is a plus.

Preferred Experience:

• Previous experience in a customer support role (voice process) or product feedback management.
• Basic knowledge or prior experience working with security systems, especially CCTV.

Work Environment:

• Office-based position with occasional remote monitoring or troubleshooting of CCTV systems.
• May require occasional travel to different company locations if necessary.

Benefits:

• Competitive salary and performance-based incentives.
• Health and wellness benefits.
• Professional development opportunities.
• Positive and collaborative work culture.

This job description ensures that the customer support executive’s role is comprehensive, covering voice process, customer feedback, and CCTV system handling responsibilities.