Customer Support Executive

Location:

5th Floor, Tower-A, Subramanya Arcade

12, Bannerghatta Road, Opp. to Jal Bhavan Road

BTM Layout, Bengaluru, Karnataka 560029

Hiring for: Customer Support Executive – Fusion CX

Eligibility Criteria:

Graduate / Undergraduate

6 months to 2 years of BPO / Customer Support experience preferred

Freshers with excellent communication skills are welcome

Languages Required: Fluent in Hindi & English

Shift Timings:

Rotational shifts between 8:00 AM – 8:00 PM (Any 9-hour shift)

6 days working with 1 rotational week off

Key Responsibilities:

Customer Interaction:

* Handle inbound & outbound calls or chats

* Assist customers with queries on products, services, billing, and orders

* Deliver accurate and complete information using company tools

Issue Resolution:

* Troubleshoot problems efficiently

* Escalate complex issues when needed

* Ensure customer satisfaction through timely follow-up

Documentation & Reporting:

* Log customer interactions in CRM systems

* Maintain records of feedback and complaints

Feedback Collection:

* Gather insights from customers to improve service

* Participate in feedback and survey processes

Cross-Functional Collaboration:

* Work with internal teams (Tech, Billing, Logistics) to resolve issues

* Provide valuable insights to improve customer experience

Adherence to Protocols:

* Follow company SOPs and scripts

* Meet performance targets (TAT, CSAT, resolution rate, etc.)

Skills Required:

Strong verbal communication in Hindi & English

Problem-solving and analytical thinking

Patience, empathy, and professionalism

Basic computer knowledge (CRM tools, MS Office, etc.)

Ability to multitask in a fast-paced environment