Customer Support Executive

Key responsibilities

• Answer inbound customer calls promptly, actively listening to concerns and providing accurate information on products/services.
• Resolve queries related to billing, account issues, technical support, order status, and general inquiries using CRM tools and knowledge base.
• Follow standard operating procedures (SOPs) to log calls, update customer records, and escalate complex issues to senior teams.
• Handle ideal call volume, Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.
• Upsell or cross-sell services when appropriate, adhering to compliance guidelines.
• Participate in team huddles, training sessions, and quality audits to improve performance.
• Maintain professionalism, empathy, and clear communication in English (and Tamil if required for local clients).
• Adhere to shift schedules, including night shifts, weekends, and holidays as per BPO operations.

Required Qualifications & Skills

• Graduation in any stream.
• Fluency in reading and speaking Tamil
• Basic English knowledge required

Shift Timings and Off days

• Only 7 hours login daily
• Weekly 6 days working and 1 day rotational week off