Customer Support Executive

Key Responsibilities: 1. Customer Interaction & Support

• Handle a high volume of inbound calls in a professional and courteous manner
• Understand customer queries, concerns, and requirements effectively
• Provide accurate information regarding products, services, policies, and processes
• Deliver first-call resolution wherever possible

2. Issue Resolution

• Identify customer issues and provide appropriate solutions within defined TAT
• Escalate complex or unresolved issues to the concerned team/department
• Ensure proper follow-up on pending queries until closure

3. Customer Experience Management

• Maintain a positive, empathetic, and professional attitude toward customers
• Ensure high levels of customer satisfaction through quality service
• Handle irate or dissatisfied customers with patience and professionalism

4. Documentation & System Handling

• Record and maintain detailed logs of customer interactions in CRM systems
• Update customer information accurately in internal databases
• Follow standard operating procedures (SOPs) and compliance guidelines

5. Performance & Quality

• Meet defined KPIs such as:
• Call Handling Time (AHT)
• First Call Resolution (FCR)
• Customer Satisfaction Score (CSAT)
• Quality Scores
• Adhere to call quality standards and process guidelines

6. Coordination & Teamwork

• Work closely with internal teams (operations, technical, billing, etc.)
• Participate in team meetings, training sessions, and feedback discussions
• Stay updated on product/process changes and company policies

Required Skills & Competencies:

• Excellent verbal and written communication skills
• Strong listening and interpersonal skills
• Problem-solving and decision-making ability
• Ability to multitask and manage time effectively
• Basic computer proficiency (MS Office, CRM tools)
• Ability to handle pressure and work in a fast-paced environment
• Customer-centric mindset with attention to detail

Educational Qualification:

• Any Graduate / Undergraduate (Minimum HSC or equivalent)

Preferred Experience:

• 0–4 years of experience in inbound customer service / call center
• Freshers with strong communication skills are welcome
• Experience in BPO, banking, telecom, or e-commerce will be an advantage