Customer Support Executive

Job Description – Customer Support Executive (Telecaller)

Position: Customer Support Executive (Telecaller)

Department: Customer Support

Location: Chennai

Employment Type: Full-Time

Company: Surepath Systems India Pvt. Ltd. (Zipkee)

About the Role

We are looking for a customer-focused Customer Support Executive (Telecaller) to provide exceptional support to Zipkee customers. The ideal candidate will handle customer inquiries, resolve issues promptly, and ensure a positive customer experience through effective communication.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and courteously.
• Assist customers with order placement, order tracking, cancellations, refunds, and payment-related queries.
• Resolve customer complaints and escalate complex issues to the appropriate internal teams when required.
• Provide accurate information about restaurants, offers, delivery timelines, and company policies.
• Follow up with customers to ensure issues are resolved and customer satisfaction is achieved.
• Coordinate with Delivery Partners, Restaurant Partners, and Operations teams to resolve order-related concerns.
• Maintain detailed records of customer interactions in the CRM or support system.
• Meet daily call handling, response time, and customer satisfaction targets.
• Identify recurring customer issues and share feedback with management for process improvements.

Required Skills

• Excellent verbal communication skills in Tamil (mandatory) Hindi is an added Advantage
• Basic English communication skills (preferred).
• Strong listening, problem-solving, and interpersonal skills.
• Ability to remain calm and professional while handling customer concerns.
• Basic computer knowledge and typing skills.
• Ability to work in rotational shifts if required.

Qualifications

• Minimum Diploma or any Bachelor's Degree.
• 0–2 years of experience in Customer Support, BPO, Call Center, or Telecalling.
• Freshers with strong communication skills are welcome to apply.

Preferred Candidate Profile

• Customer-centric attitude.
• Good conflict resolution and negotiation skills.
• Ability to multitask in a fast-paced environment.
• Positive attitude and willingness to learn.

Key Performance Indicators (KPIs)

• Number of customer calls handled.
• Average response and resolution time.
• First Call Resolution (FCR).
• Customer Satisfaction (CSAT) score.
• Quality and accuracy of customer interactions.
• Attendance and adherence to work schedules.

Work Location: In person