Executive - Customer Support

Jeebly Technologies; Dadri; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Jeebly Technologies is seeking an experienced Customer Support Leader to manage outbound and inbound calls for global clients. You will be the face of the company and ensure queries are resolved promptly to minimize dissatisfaction.

You will oversee SLA adherence, drive timely service delivery, and diffuse escalations with professionalism. Strong English communication and team management skills are required.

Qualifications

• 3-5 years in a customer-centric role in international BPO or call centre.
• Strong team management, negotiation and problem-solving skills.
• Excellent organizational skills with attention to detail.
• Excellent verbal and written English communication.
• Must be a strong team player, motivated and able to work under peak periods.
• Ability to review grant and contract documents for terms and conditions.

Responsibilities

• Handle outbound and inbound calls for customers from our clients.
• Be the face of the company and ensure queries are resolved promptly to minimize dissatisfaction.
• Ensure service standards and SLAs are met and exceeded.
• Execute customer-facing transactions in line with customer strategy for higher satisfaction.
• Diffuse escalations and resolve complaints professionally and timely.

Skills

Customer service

Call center management

English communication

Team coordination

Problem solving

Attention to detail

Job description

Position Overview

This role caters to outbound and inbound calls from our esteemed customers and clients. The customer service executives are the first point of contact and will be the face of the company. This role ensures that the queries are resolved in a timely manner to minimize customer dissatisfaction.

Efficient Customer support

To ensure customers receive excellent and consistent customer service.

Ensure service standards and agreements are met and exceeded.

Execute all customer facing transactions in line with customer strategy resulting in higher satisfaction and timely delivery of services.

Meeting the SLAs

To ensure that the agreed Service Level Agreements are always met, under all circumstances which will further strengthen customer loyalty and return.

Complaint Resolution

Diffuse situations with dissatisfied customers by appeasing them in the most professional manner.

Resolve product or service problems by clarifying the customer s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

Manage and address customer complaints and other ongoing and pending issues and elevate issue to appointed point- of contact / senior staff whenever necessary.

Job Requirements / Desired skillset

• - 3-5 years of experience in a customer centric role in an international BPO or call centre.
• - Strong team management negotiation and problem-solving skills
• - Excellent organizational skills with attention to detail.
• - Excellent communication skills both verbal and written in English .
• - Must be a strong team player, highly motivated and able to work under pressure during peak periods.
• - Ability to review grant and contract documents for terms and conditions.