Customer Support Executive – Voice

Vrinda International; Gurgaon; On-site; INR 223,000 - 335,000; Full time

Job summary

Vrinda International in Gurgaon is seeking a Customer Support Executive to handle voice-based inquiries and resolve issues with professionalism and efficiency.

You will be the primary contact for clients, building rapport, guiding them through solutions, and maintaining service quality while adhering to process guidelines. The role emphasizes clear communication, active listening, and achieving performance targets in a fast-paced environment.

Qualifications

• Minimum 1 year of customer-facing experience.
• Excellent listening and problem-solving skills.
• Strong verbal communication and professionalism on calls.
• Ability to follow SOPs and meet performance targets.

Responsibilities

• Handle customer inquiries via voice calls and resolve issues.
• Actively listen to understand needs and craft solutions.
• Build rapport and ensure personalized service.
• Adhere to processes and SOPs during interactions.
• Strive to meet targets for call quality, resolution, and satisfaction.
• Communicate clearly and confidently to customers.

Skills

Active listening

Problem solving

Customer relations

Verbal communication

Process compliance

KPI focus

Phone support

Job description

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Job Description

Summary

We are seeking a dedicated Customer Support Executive to join our team, specializing in voice-based interactions within the Customer Service sector. In this pivotal role, you will serve as the primary point of contact for clients, ensuring their inquiries and challenges are addressed with professionalism and efficiency. The position demands a proactive individual capable of navigating complex customer scenarios while maintaining a high standard of service quality. This role is essential for fostering positive client relationships and driving satisfaction through effective communication and timely resolution of issues.

Responsibilities

• Engage with customers via telephone to handle inquiries, provide assistance, and resolve complaints effectively.
  
• Demonstrate active listening skills to accurately understand client needs and formulate appropriate solutions.
  
• Manage customer relationships by building rapport and ensuring a personalized service experience.
  
• Adhere strictly to established process guidelines and standard operating procedures during all interactions.
  
• Work towards meeting and exceeding performance targets related to call volume, resolution rates, and customer satisfaction scores.
  
• Utilize strong verbal communication abilities to convey information clearly and confidently to callers.
  
• Diagnose and troubleshoot customer issues over voice calls, offering practical and efficient resolutions.
  

Requirements

Requirements:

• Possess at least one year of relevant work experience in a customer-facing role.
  
• Exhibit excellent active listening capabilities and a strong aptitude for problem-solving.
  
• Demonstrate proficiency in managing customer relationships and maintaining a professional demeanor.
  
• Show the ability to follow process guidelines with precision and consistency.
  
• Maintain a target-oriented mindset with a focus on achieving key performance indicators.
  
• Possess strong verbal communication skills suitable for high-volume voice interactions.
  
• Have proven experience in handling customer queries and resolving service issues over the phone.