Customer Support Executive IVR (Solapur)

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.
- 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.
- 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 rapid-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 Apply on Kit Job: kitjob.in/job/4n6wu8