BPO Customer Support Executive

2 - 8 Years
50 Openings
3.0 - 5.0 Lac/Yr
Face-to-Face interview
Thane West - Mumbai

Key Skills

Good Communication Skills International BPO Voice Process

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Job Description

Job Description: Call Receiving Executive USA Inbound Call Center

Location: Thane, Mumbai

Experience: Minimum 1 to 3 Years Experience in a USA/UK-Based Call Center

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Key Responsibilities:

1. Answer Incoming Calls:

o Professionally and efficiently handle incoming customer calls, addressing inquiries and providing appropriate solutions.

o Ensure each customer interaction is handled promptly and courteously.

2. Provide Information & Support:

o Assist customers by providing accurate product/service details, troubleshooting issues, and offering solutions based on company guidelines.

o Ensure customers fully understand the services/products they are inquiring about.

3. Follow Call Scripts & Policies:

o Adhere to predefined call scripts and company policies to ensure consistency and compliance during calls.

o Ensure all customer interactions are in line with the companys standards and regulations.

4. Resolve Customer Issues:

o Address customer concerns promptly and professionally, providing resolutions or escalating issues to appropriate departments when necessary.

o Follow through to ensure customer satisfaction with the resolution process.

5. Maintain Call Quality:

o Ensure clear, concise, and positive communication with every customer.

o Practice active listening to understand the customer's needs and provide tailored support, maintaining a high level of professionalism at all times.

6. Update Customer Records:

o Accurately log customer call details, including inquiries, issues, and resolutions, in CRM software to ensure records are up-to-date.

o Maintain detailed and accurate customer records for future reference and follow-up.

7. Meet Performance Targets:

o Consistently meet or exceed Key Performance Indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) to contribute to team and company goals.

o Ensure efficiency without compromising the quality of service provided t