Customer Support Executive – IVR

Frido; Pune District; On-site; INR 240,000 - 360,000; Full time

Job summary

Frido in Pune is seeking a Customer Support Executive to manage inbound and outbound calls, address inquiries, resolve issues and uphold a positive brand image. This role requires strong communication, patience, and the ability to handle customer interactions in a fast-paced environment, with a focus on accurate CRM data entry and customer satisfaction.

You will work in a fast-paced setting, delivering high-quality service, maintaining accurate CRM records in Salesforce, Zendesk or Freshdesk,

Qualifications

• Bachelor’s degree is mandatory.
• 0–3 years of experience in a reputed call center/BPO in a voice process.
• Excellent verbal communication with a clear and professional tone.
• Proficiency in call center tools and CRM systems such as Salesforce, Zendesk, or Freshdesk.

Responsibilities

• Handle incoming calls from customers and resolve inquiries, complaints, and requests promptly.
• Make outbound calls to follow up on customer queries, feedback, or pending issues.
• Provide accurate information about products, services, and company policies.
• Troubleshoot customer issues and offer appropriate solutions, escalating complex cases when necessary.
• Record detailed notes of customer interactions in the CRM or ticketing system.
• Ensure all customer data is accurately updated and maintained.
• 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.
• Adhere to company scripts, guidelines, and compliance standards during calls.
• Maintain a high level of professionalism and empathy in all customer interactions.
• Meet or exceed key performance metrics, including call handling time, resolution rates, and CSAT scores.
• Participate in regular feedback sessions to improve performance.
• Work closely with other support teams to ensure seamless customer service.
• Share customer insights and feedback to support product or service improvements.

Skills

Verbal communication

Active listening

Problem solving

Empathy under pressure

Handling challenging situations

Education

Bachelor’s degree

Tools

Salesforce

Zendesk

Freshdesk

Job description

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.
• 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.
• 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

• 0–3 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)
• First Call Resolution (FCR) Rate
• 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.