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.
• Prior experience handling blended process (voice + non-voice) is a must.
• 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.