Customer Support Executive IVR, Sangli

Job Title: Customer Support Executive– IVR Job Summary We 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 Responsibilities 1. 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. Qualifications Education - Bachelor’s degree is mandatory.Experience - 2–3 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.- Ability to handle challenging situations with empathy and composure. Preferred Skills - Experience in handling customers over calls and building rapport. - Familiarity with industry-specific regulations or compliance standards. - Multilingual proficiency to handle diverse customer bases.Working Conditions - Flexibility to work in shifts, including nights, weekends, and holidays, as required. - Ability to manage a high volume of calls in a fast-paced environment (minimum 150 calls per day). - Comfortable working in a 6-day work week environment. - Key Performance Indicators (KPIs)- Average Handling Time (AHT) - First Call Resolution (FCR) Rate - Customer Satisfaction (CSAT) Scores - Call Quality and Compliance Scores This role is ideal for individuals who are passionate about customer service, possess excellent communication skills, and can efficiently manage multiple tasks in a dynamic environment.Interested candidates can share their resumes at and