Customer Support Executive

Customer Support Executive (Inbound Voice Process)

Designation: Customer Support Executive

Department: Customer Experience / Operations

Process: Inbound Voice Process

Employment Type: Full-Time

Work Location: Noida

Shift: Rotational Shifts (As per business requirements)

Job Summary

We are looking for enthusiastic and customer-oriented professionals to join our Inbound Voice Process team. The selected candidates will be responsible for handling incoming customer calls, resolving queries, providing accurate information, and ensuring a positive customer experience.

Key Responsibilities

1. Handle inbound customer calls professionally and efficiently.
2. Understand customer queries and provide appropriate resolutions.
3. Provide accurate information about products, services, and processes.
4. Maintain high standards of customer satisfaction and service quality.
5. Resolve customer complaints and escalate complex issues wherever required.
6. Maintain proper records of customer interactions in CRM systems.
7. Achieve defined performance parameters, including call quality, productivity and customer satisfaction.
8. Follow company policies, process guidelines and compliance requirements.

Eligibility Criteria

• Minimum qualification: Graduate / Undergraduate (as per process requirement).
• Freshers and experienced candidates can apply.
• Excellent verbal communication skills.
• Basic computer knowledge and familiarity with MS Office.
• Good listening, problem-solving and interpersonal skills.
• Ability to handle customers professionally.

Required Skills

• Effective communication skills.
• Customer handling and relationship management.
• Active listening and problem-solving.
• Positive attitude and willingness to learn.
• Ability to work in a team and achieve targets.

Key Performance Indicators (KPIs)

• Call Quality / Quality Score.
• Customer Satisfaction (CSAT).
• Average Handling Time (AHT).
• First Call Resolution (FCR).
• Attendance and Punctuality.
• Productivity and Process Compliance.

Compensation & Benefits

• Salary: As per company norms and candidate experience.
• Training and development opportunities.
• Professional growth and career advancement.

Interested candidates can apply or share their updated resumes with the HR Team.Rajnath.yadav@writerinformation.com Mob-6306021773