Customer Support Executive (Telecaller)

About the Role

We are seeking a diligent Customer Support Executive specialized in telecalling to deliver outstanding assistance to Zipkee customers. This position demands managing customer inquiries, resolving problems swiftly, and ensuring an excellent customer experience through clear and effective communication.

Key Responsibilities

• Professionally handle both inbound and outbound customer calls.
• Support customers with placing orders, tracking them, processing cancellations, handling refunds, and addressing payment questions.
• Resolve complaints or escalate complex concerns to relevant internal teams.
• Provide accurate details regarding restaurants, ongoing promotions, delivery schedules, and company policies.
• Follow up to guarantee customer issues are resolved satisfactorily.
• Collaborate with Delivery Partners, Restaurant Partners, and Operations personnel to address order-related queries.
• Maintain comprehensive records of customer communications using CRM or support systems.
• Achieve daily targets including call handling volume, response times, and customer satisfaction levels.
• Identify frequent customer issues and communicate feedback to management for process enhancements.

Required Skills

• Fluent verbal communication in Tamil is mandatory; Hindi proficiency is beneficial.
• Basic English communication abilities are preferred.
• Strong listening aptitude, problem-solving skills, and interpersonal capabilities.
• Remain composed and professional when addressing customer concerns.
• Basic computer literacy including typing.
• Willingness and ability to work rotational shifts as necessary.

Qualifications

Minimum qualification: Diploma or any Bachelor’s degree.

Experience: 0–2 years in roles such as Customer Support, BPO, Call Center, or Telecalling. Fresh graduates with solid communication skills are also encouraged to apply.

Preferred Profile

• Strong customer-focused approach.
• Good skills in conflict resolution and negotiation.
• Capability to multitask in dynamic environments.
• Positive attitude with eagerness to learn.

Key Performance Indicators (KPIs)

• Quantity of customer calls handled.
• Average response and resolution times.
• First Call Resolution (FCR) rates.
• Customer Satisfaction (CSAT) scores.
• Quality and accuracy of interactions with customers.
• Attendance and punctuality with regard to work schedules.

Additional Information

The position is full-time and requires the candidate to work on-site at Chennai. The role may include rotational shifts when necessary.

Compensation

Salary ranges between 16000 and 24000 INR per month.