Customer Support Executive - IVR in Pune

We are seeking a dedicated and professional call support executive to manage inbound and outbound customer calls. The ideal candidate will provide exceptional service by addressing 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

• 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.
• Issue resolution : Provide accurate information about products, services, and policies. Troubleshoot customer issues and offer 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.
• Customer retention : Build rapport with customers to ensure a positive experience and maintain long-term relationships. Identify and act on opportunities to upsell or cross-sell relevant products or services.
• Quality assurance : Adhere to company scripts, guidelines, and compliance standards during calls. Ensure a high level of professionalism and empathy in all interactions.
• 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 insights from customer interactions to inform product or service improvements.

Working Conditions

Key Performance Indicators (KPIs)

This role is ideal for individuals who are passionate about customer service, have excellent communication skills, and can handle multiple tasks efficiently.

About Company : Arcatron Mobility Private Limited is creating innovative devices to enhance the lives of the elderly and mobility-impaired individuals. We are dedicated to uniquely addressing unmet needs. Our mission is to 'use technology to empower our consumers to lead a more active and safer lifestyle'.

Skills Required

Crm