Executive

- Customer Support Executive (Blended Process)

Position: Customer Support Agent (Voice & Non-Voice - Blended Process)

Location: Gurugram

Job Type: Full-time

Working condition: 6 days a week (5 WFO +1 WFH)

Shift timings: 9:00 AM to 6:00 PM and 11:00 AM to 8:00 PM

Job Summary: We are looking for an experienced Customer Support Executive who has prior exposure to both voice and non-voice processes. The ideal candidate will be responsible for delivering exceptional support to customers across multiple communication

channels including calls, emails, WhatsApp and chats.

Key Responsibilities:

- Handle inbound and outbound calls, email queries, and chat support from customers.

- Provide accurate and timely resolutions to customer issues while maintaining a positive and professional attitude through the defined SOP.

- Maintain the defined target for CSAT, AHT, Quality Score and FRT without impacting the customer experience.

- Follow communication scripts, guidelines, and procedures to ensure consistency and quality.

- Collaborate with team leaders to meet daily, weekly, and monthly targets.

Required Qualifications:

- Graduation is mandatory.

- Minimum 1 years of experience in a customer service role.

- Excellent verbal and written communication skills in Hindi & English

- Typing Speed 30 WPM with 90 % accuracy

Preferred Attributes:

- Ability to work in rotational shifts and weekends.

- Customer-first mindset with a calm and empathetic approach.

- Ability to handle pressure and irate customers

- Team player with the ability to adapt to a fast-paced environment.

- Familiarity with customer service software, CRMs, and ticketing systems.

- Attention to detail.