The Role
Handle high-volume inbound voice calls, resolve customer concerns, troubleshoot issues, document interactions, follow up on open matters, and escalate complex cases. The role requires strong verbal communication, empathy, complaint de-escalation, problem-solving, customer service knowledge, and efficient use of support systems.
Summary Generated by Built In
Summary
We are seeking a dedicated Customer Support Executive to join our IT Services team, focusing on voice-based interactions. In this pivotal role, you will serve as the primary point of contact for clients, ensuring their inquiries and issues are resolved efficiently. The position is critical for maintaining high customer satisfaction levels and upholding our organization's reputation for excellence in service delivery. You will manage inbound calls, address client concerns, and contribute to a seamless support experience that aligns with our operational goals.
Responsibilities
- Manage a high volume of inbound voice calls, providing immediate assistance and information to customers.
- Listen actively to client complaints and concerns, demonstrating empathy while working toward swift and effective resolutions.
- Utilize strong problem-solving abilities to troubleshoot issues and guide customers through necessary steps.
- Deliver exceptional customer service by adhering to established protocols and maintaining a professional demeanor.
- Document interactions accurately and follow up on pending matters to ensure complete case closure.
- Collaborate with internal teams to escalate complex issues and gather feedback for service improvement.
Requirements
Requirements:
- Proven experience in a customer support environment, specifically within voice processes or inbound calling centers.
- Exceptional verbal communication skills with the ability to articulate information clearly and professionally.
- Demonstrated proficiency in handling customer complaints and de-escalating tense situations.
- Strong aptitude for problem-solving and the capacity to think critically under pressure.
- A solid foundation in customer service principles and a commitment to delivering a positive user experience.
- Familiarity with complaint handling workflows and the ability to navigate customer support systems efficiently.
Skills Required
- Proven experience in a customer support environment, specifically voice processes or inbound calling centers
- Exceptional verbal communication skills
- Ability to handle customer complaints and de-escalate tense situations
- Strong problem-solving and critical-thinking abilities under pressure
- Foundation in customer service principles and commitment to positive user experience
- Familiarity with complaint-handling workflows and customer support systems
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The Company
What We Do
Vrinda International is a Chandigarh-based recruitment and education consultancy connecting job seekers and employers through domestic and international IT and non-IT hiring. It also supports students with overseas university admissions, visa applications, education guidance, and test preparation for IELTS, PTE, and other programs. Its tech-enabled talent portal provides job matching and career pathways across India and global markets, alongside staffing partnerships.
