The Role
Handle inbound customer calls, resolve concerns within service timelines, maintain customer satisfaction, document interactions in the CRM, and identify sales or lead-generation opportunities. The role requires adherence to quality and compliance standards, teamwork, rotational shifts, six-day workweeks, and successful completion of a 7–10 day training program before joining.
Summary Generated by Built In
About Vyapar:
We are a technology and innovation company in the fintech space, delivering business accounting software to Micro, Small & Medium Enterprises (MSMEs). With more than Five Million customers across 140 countries, we are one of the fastest growing companies in this space. We take the complexity out of invoicing, inventory management & accounting, making it so simple that small businesses can spend less time on manual bookkeeping and spend more time focusing on areas of business that matter.
Overview
The Customer Support Agent is responsible for managing all incoming customer calls,
ensuring prompt and effective resolution of customer concerns while maintaining service
quality. Additionally, agents must identify and act upon sales or lead-generation
opportunities that arise during interactions.
Key Responsibilities
- Handle inbound customer calls promptly and professionally.
- Understand and resolve customer concerns effectively within defined timelines.
- Ensure high customer satisfaction through clear communication and quality service.
- Identify potential sales or lead-generation opportunities during customer interactions.
- Promote relevant products or services and fulfill sales requirements when applicable.
- Document all call details, actions taken, and resolutions accurately in the CRM system.
- Adhere to all process guidelines, quality standards, and compliance requirements.
- Collaborate with team members and supervisors to improve overall service delivery.
Work Schedule
- Working Days: 6 days a week (Fixed Sunday working).
- Shifts: Rotational shifts as per business requirements.
Key Performance Indicators (KPIs)
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Customer Satisfaction Score (CSAT)
- Quality Audit Score
- Lead Conversion Rate
- Adherence & Attendance
Behavioral Expectations
- Maintain a customer-first attitude at all times.
- Display strong communication and problem-solving skills.
- Work effectively under pressure and manage time efficiently.
- Demonstrate teamwork and professional conduct in all interactions.
Note - Post Selection , Candidates will have to undergo - Vyapar Training Program for 7-10 Days and only candidates that qualify the Training Program , will get the Offer to Join the Organization.
Other Mandates: Office-based work, regular use of computer systems and communication tools. Weekly 6 days work.
Skills Required
- Strong communication and problem-solving skills
- Ability to work effectively under pressure and manage time efficiently
- Professional conduct and teamwork
- Comfort with regular use of computer systems and communication tools
- Availability for office-based work
- Availability to work six days per week, including fixed Sunday work
- Availability for rotational shifts
- Successful completion of the 7–10 day Vyapar Training Program
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The Company
What We Do
Vyapar is the simplest and easy to use Billing, Accounting and Inventory management software. Our Mission is to help business owners manage their accounting and finances hassle free, even if they do not have any prior accounting knowledge. Vyapar makes it easy for every business to become digital: 1 - Keep track of receivables and payable 2 - Manage inventory 3 - Send customised Invoices 3 - View business success reports 4 - Get on time payments with 'Payment Reminders' 5 - Add items quickly with Barcode scanner 6 - Send transaction messages in multiple Languages 7 - Create free online store And so much more ...
