Customer Support Representative is responsible for delivering high-quality customer service through efficient call handling, accurate issue resolution, and maintaining strong customer relationships while ensuring adherence to service standards, quality benchmarks, and operational guidelines.
Qualification and Experience
- +2 Completed / Bachelor’s Degree Running
- Minimum 6 months of relevant experience in customer support or call center operations
Job Description
- Handle inbound customer calls efficiently while meeting defined call volume and response benchmarks.
- Ensure timely call answering with a high level of professionalism and courtesy.
- Maintain optimal Average Handling Time (AHT) without compromising service quality.
- Accurately log, track, and update customer issues in the ticketing system.
- Provide appropriate solutions and alternatives within the defined turnaround time.
- Ensure effective follow-up and closure of customer issues.
- Maintain call quality standards with a minimum quality score as defined by the organization.
- Demonstrate proper telephone etiquette and professional behavior during customer interactions.
- Actively incorporate feedback received from quality evaluations to improve performance.
- Strive to resolve customer queries on the first call, ensuring high FCR rates.
- Continuously update product knowledge and stay informed about latest updates and services.
- Participate in training sessions and apply learning to improve service delivery.
- Maintain punctuality, login adherence, and consistent work discipline.
- Ensure adherence to daily, weekly, and monthly performance and behavioral standards.
- Collaborate with team members and quality assurance teams to drive continuous improvement.
Required Skills
Key Skills
- Call handling and customer interaction
- Ticket tracking and issue management
- Strong product knowledge
- First Call Resolution (FCR) capability
- Call quality monitoring and improvement
- Active participation in training and development
Personal Attitude
- Punctual and disciplined
- Clear and confident communication
- Strong problem-solving ability
- Responsible and accountable
- Team-oriented mindset
- Adaptable and willing to learn
Benefits of Working as eSewa
- Stellar opportunity to work with the rising company
- The amazing and passionate young team, beautiful office space
- Trust of biggest FinTech company.
- One-of-a-kind company culture and growth opportunities to accelerate your career progression.