Customer Support Executive

Job Description Customer Service Associate

About the Role

We are looking for customer-focused individuals with strong communication and multitasking abilities to join our Digital Care team. The role involves handling customer interactions via calls while ensuring an excellent customer experience.

Key Responsibilities

• Handle customer calls promptly within agreed timelines and as per defined processes and procedures.
• Provide accurate and timely information with appropriate resolutions to customer queries.
• Meet and exceed operational targets and performance metrics set for the process.
• Maintain queue levels in accordance with SLA targets.
• Develop and maintain strong working knowledge of BT systems and tools.
• Deliver an excellent customer experience across all interaction channels.
• Escalate any process-related issues to queue owners, line managers, and support teams that may impact customer satisfaction.
• Share best practices within the team and across Digital Care teams to improve service delivery.

Skills & Qualifications

• Prior experience in customer service within a call center environment is preferred.
• Excellent English communication skills (both verbal and written).
• Good typing speed (minimum 40 WPM) with strong multitasking ability.
• Strong questioning, listening, and problem-solving skills.
• High level of empathy and ownership in customer interactions.
• Competent in objection handling, diffusing difficult situations, and managing customer complaints.
• Strong customer interaction skills with the ability to identify and understand customer needs.
• Good self-management skills including adherence, attendance, AHT, and wrap-up management.

Eligibility Criteria

• Any Graduate
• BE/B.Tech freshers are not eligible
• Excellent verbal communication skills
• Ability to handle customer queries professionally

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