Customer Support Executive IVR

About the job

Job Title: Customer Support Executive IVR Job SummaryWe are seeking a dedicated and professional Customer Support Executive to manage inbound and outbound customer calls. The ideal candidate will provide exceptional service by addressing customer inquiries, resolving issues, and maintaining a positive brand image.This role requires strong communication skills, patience, and the ability to handle customer interactions effectively in a fast-paced environment. Key Responsibilities1. Customer Interaction

• Handle incoming calls from customers and resolve their inquiries, complaints, and requests promptly.
• Make outbound calls to follow up on customer queries, feedback, or pending issues.2. Issue Resolution
• Provide accurate information about products, services, and company policies.
• Troubleshoot customer issues and offer appropriate solutions, escalating complex cases when necessary.3. Documentation
• Record detailed notes of customer interactions in the CRM or ticketing system.
• Ensure all customer data is accurately updated and maintained.4. Customer Retention
• Build rapport with customers to ensure a positive experience and maintain long-term relationships.
• Identify opportunities to upsell or cross-sell relevant products or services.5. Quality Assurance
• Adhere to company scripts, guidelines, and compliance standards during calls.
• Maintain a high level of professionalism and empathy in all customer interactions.6. Performance Monitoring
• Meet or exceed key performance metrics, including call handling time, resolution rates, and customer satisfaction (CSAT) scores.
• Participate in regular feedback sessions to improve performance.7. Team Collaboration
• Work closely with other support teams to ensure seamless customer service.
• Share customer insights and feedback to support product or service improvements.

QualificationsEducation

• Bachelors degree is mandatory.

Experience

• 23 years of experience in a reputed call center/BPO in a voice process.

Skills

• Excellent verbal communication skills with a clear and professional tone.
• Strong listening and problem-solving abilities.
• Proficiency in call center tools and CRM systems such as Salesforce, Zendesk, or Freshdesk.