Customer Support Executive - Voice Process Jobs Opening in Optimax consultant at DLF Cyber City, Gurgaon
Job Description
Job Summary:
We are seeking enthusiastic, customer-focused professionals to join our Customer Support Voice Process team. As a Customer Support Executive, you will be the first point of contact for our customers, addressing their queries, concerns, and requests over inbound or outbound voice calls.
The ideal candidate should possess strong communication skills, a calm and empathetic attitude, and the ability to troubleshoot basic issues in real-time. This role requires patience, professionalism, and a genuine desire to help people. Whether it’s resolving billing concerns, explaining product features, or handling complaints, your goal is to ensure customer satisfaction through effective communication and problem-solving.
Key Responsibilities:
1. Customer Interaction
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Handle incoming or outgoing customer calls related to products, services, billing, payments, technical support, and general queries.
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Understand customer needs and provide accurate, complete, and timely responses or resolutions.
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Maintain a polite, friendly, and professional tone during every interaction, even in stressful situations.
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Explain company policies, processes, or service terms to customers in a clear and simple manner.
2. Problem Solving & Resolution
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Identify the root cause of customer issues and offer practical solutions during the first call (First Call Resolution – FCR).
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Escalate complex cases or unresolved concerns to the appropriate department, while ensuring proper documentation.
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Follow up with customers (if required) until the issue is fully resolved and satisfaction is achieved.
3. Process Adherence
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Follow standard operating procedures (SOPs), scripts, and protocols as per company and client guidelines.
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Stay updated with product/service changes, FAQs, and policy updates to handle customer calls efficiently.
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Ensure compliance with quality, data protection, and customer privacy standards.
4. Call Documentation
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Accurately record call details, customer feedback, complaints, resolutions, and follow-ups in the CRM system.
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Tag and categorize customer issues correctly for analytics and reporting purposes.
5. Performance Goals
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Achieve daily, weekly, and monthly call targets such as Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction Score (CSAT), and Call Quality Score.
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Contribute positively to the team’s overall performance and participate in regular training or coaching sessions.
Skills & Competencies:
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Communication: Fluent verbal communication in English and/or regional language(s); clear articulation and active listening skills
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Customer Service Orientation: Patient, empathetic, and focused on resolving customer concerns
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Problem-Solving: Ability to think on your feet and suggest appropriate solutions during live calls
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Adaptability: Capable of handling a high volume of calls and managing pressure during peak times
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Technical Comfort: Basic computer knowledge, familiarity with CRM tools, call center software, or ticketing systems
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Teamwork: Ability to work well with colleagues and share knowledge in a team-oriented environment
More information about this Customer Support Executive - Voice Process Job
Please go through the below FAQs to get all answers related to the given Customer Support Executive - Voice Process job
- What are the job requirements to apply for this Customer Support Executive - Voice Process job position?
- Ans: A candidate must have a minimum of fresher as an Customer Support Executive - Voice Process
- What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: B.Com, BA, BBA/BBM, BCA
- What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
- This Customer Support Executive - Voice Process is a work from home job?
- Ans: No ,its not a Work from Home Job.
- How many job vacancies are opening for the Customer Support Executive - Voice Process position?
- Ans: There are immediate 1 job openings for Customer Support Executive - Voice Process in our Organisation.
