Contact Centre Support Executive

Role : Contact Centre Support Executive

Location : Bangalore (onsite)

Working days : 6 days

Experience : 1-2 years in customer support or related roles.

Budget : 3.5 to 4 LPA

Educational Background: Bachelors degree in Business Administration, Commerce, or a related fields with Supply chain specialization.

Send your CV to kavan.bm@caliperbusiness.com

Key Responsibilities:

1.Implement Support Strategies:

Develop and execute support strategies within the call centre to enhance ticket resolution times and overall efficiency.

2.Align with Organizational Goals:

Ensure that call centre support initiatives align with broader organizational objectives and contribute to the company's success.

3.Data Privacy & Security: Ensure adherence to the company's and client's data privacy and security policies.

4.Monitor and Improve Processes:

Continuously evaluate call centre processes to enhance engagement with clients and stakeholders, implementing improvements as necessary.

5.Ensure Effective Operations:

Oversee call centre operations to guarantee efficiency and effectiveness, meeting the needs of customers and the organization.

6.Participate in Training Initiatives:

Engage in training programs and knowledge-sharing sessions aimed at reducing ticket volumes and improving the quality of support provided.

7.Ticket Management:

Forward tickets to Onsite or Offsite Functional Support Teams or convert them to Change Requests as needed, ensuring proper handling and resolution.

8.Cross-Functional Liaison:

Collaborate with cross-functional department teams to resolve escalated issues and manage change requests related to tickets effectively.

9.Escalation Resolution:

Address and resolve escalated issues promptly to maintain high service quality and customer satisfaction.

10.Meet Service Level Agreements (SLAs):

Ensure the call centre team consistently meets agreed-upon SLAs, driving accountability and performance.

11.Risk Identification and Mitigation:

Identify potential risks in call centre support operations and develop effective mitigation plans to address them.

12.Reporting and Metrics:

Provide regular updates and performance metrics on call centre support activities to senior management, highlighting key areas for improvement.

13.Customer Satisfaction Enhancement:

Strive to enhance customer satisfaction through effective and proactive call centre support strategies.

Technical Understanding / Skills required

Foundational Customer Support Knowledge: Basic understanding of customer support metrics and tools, such as CRM software and ticketing systems.

Commitment to Customer Satisfaction: Eagerness to contribute to customer satisfaction efforts and team performance improvements. (CSAT & NPS Values)

Effective Communication Skills: Ability to communicate clearly and build relationships with customers and team members.

Problem-Solving Orientation: Basic analytical skills with a willingness to learn and apply data-driven approaches to resolve issues.

Proficiency in MS Office Suite: Familiarity with Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook.

Willingness to Learn Data Analysis: Interest in using MS Office features for data analysis and creating presentations.

Ability to Manage Priorities: Capacity to handle multiple tasks in a fast-paced environment with guidance.

Integrity and Ethical Standards: Commitment to ethical conduct in all interactions with customers and team members. Ensure compliance with data privacy & security policies

Proactive Approach: Willingness to take initiative and contribute to team efforts.

Autonomous Work Capability: Ability to work independently and effectively. Manage tasks in a remote environment. Ability to travel as needed for client meetings and training sessions.

Knowledge in Supply Chain Processes: Basic awareness of supply chain concepts and eagerness to learn more, particularly in a SaaS context.