Customer Follow Up Executive

Role Summary

This role involves post-conversion customer engagement through outbound voice calls for US-based customers. The objective is to ensure continuity in the customer journey by providing timely follow-ups, clarifying next steps, addressing queries, and delivering a consistent, high-quality customer experience. This is a pure voice process with no chat or email responsibilities and operates during US night shift hours.

Key Responsibilities

• Make outbound follow-up calls to US customers during night shift hours
• Ensure customers are aligned on timelines, milestones, and next-stage activities
• Provide clear explanations regarding processes, usage, or onboarding progression
• Address customer questions with professionalism and a solution-focused approach
• Capture customer feedback and escalate concerns to relevant internal teams
• Collaborate with sales, onboarding, and operations teams to ensure smooth continuity
• Complete follow-ups within defined turnaround timelines and quality benchmarks
• Accurately document call outcomes, notes, and action items in CRM systems
• Maintain a courteous, empathetic, and professional call presence
• Comply with US process guidelines, QA standards, and approved call scripts

Must-Have Experience

• Prior experience in US voice processes (International BPO / Customer Engagement / Customer Support)
• Excellent spoken US English with a clear, neutral accent
• Experience handling US customers during night shift operations
• Strong communication, listening, and customer-handling skills
• Detail-oriented with strong follow-through and ownership mindset
• Comfortable with high call volumes and structured call schedules
• Working knowledge of CRM platforms and auto-dialer tools

Shift & Work Requirements

• Willingness to work US night shifts (as per business requirements)
• Ability to align with US time zones, holidays, and process schedules
• Reliable attendance and adherence to night-shift operational guidelines

Performance Metrics (KPIs)

• Follow-up completion rate and turnaround time adherence
• Customer satisfaction and experience scores
• Accuracy and timeliness of CRM documentation
• Calls handled per shift and productive talk time
• QA audit scores and internal feedback

Compensation & Benefits

• Competitive salary as per market
• Performance-based incentives linked to quality and adherence metrics
• Transparent performance dashboards and timely payouts
• Career growth opportunities within customer experience and operations functions