BPO / Customer Support Executive (Customer Service Sector)

Location: Nashik

Detailed Job Responsibilities

• Handle inbound and outbound customer calls, emails, or chats professionally and courteously.
• Understand customer queries, complaints, or requests and provide accurate solutions within defined timelines.
• Maintain detailed records of customer interactions in CRM systems.
• Follow standard scripts, processes, and service-level agreements (SLAs).
• Resolve customer issues related to products, services, billing, or technical support.
• Escalate complex cases to senior support teams when necessary.
• Maintain high levels of customer satisfaction through effective communication and problem resolution.
• Meet individual and team performance metrics such as call quality, resolution time, and customer feedback scores.
• Participate in training programs to improve product knowledge and communication skills.
• Adhere to company policies, data security standards, and confidentiality requirements.
• Support quality audits and performance evaluations.
• Maintain professionalism during high call volumes and shift-based work environments.