Customer Support Executive (Blended Process)

Job Description

Job Description - Customer Support Executive (Blended Process) Position : Customer Support Agent (Voice & Non-Voice - Blended Process) Location : Gurugram Job Type : Full-time Working condition : 6 days a week Job Summary : We are looking for an experienced Customer Support Executive who has prior exposure to both voice and non-voice processes. The ideal candidate will be responsible for delivering exceptional support to customers across multiple communication channels including calls, emails, WhatsApp and chats. Related Process: Warranty related process for Refurbished devices. Key Responsibilities: - Handle inbound and outbound calls, email queries, and chat support from customers. - Provide accurate and timely resolutions to customer issues while maintaining a positive and professional attitude through the defined SOP. - Maintain the defined target for CSAT, AHT and FRT without impacting the customer experience. - Follow communication scripts, guidelines, and procedures to ensure consistency and quality. - Collaborate with team leaders to meet daily, weekly, and monthly targets. Voice Process (Inbound/Outbound Calls) 1. Language Proficiency: - Fluency in spoken Hindi & English - Neutral accent is preferred 2. Communication Skills: - Clear, confident, and polite verbal communication - Active listening and real-time problem-solving ability Non-Voice Process (Chat, Email) 1. Typing & Writing Skills: - Good typing speed (usually 30 WPM with 90%+ accuracy) - Excellent written English (grammar, spelling, tone) 2. Communication Skills: - Clarity in written communication - Ability to comprehend and respond accurately Required Qualifications : - Graduation is mandatory. - Minimum 1.5 years of experience in a customer service role. - Prior experience handling blended process (voice + non-voice) is a must. - Excellent verbal and written communication skills. Preferred Attributes: - Ability to work in rotational shifts and weekends. - Customer-first mindset with a calm and empathetic approach. - Ability to handle pressure and irate customers - Team player with the ability to adapt to a fast-paced environment. - Familiarity with customer service software, CRMs, and ticketing systems. - Attention to detail.