Job Title: Customer Support Executive (Work from Home)
Company: Teleperformance (TP)
Role: Customer Support Executive
Experience: 0 – 1 year
Salary: 1.25-2 Lacs P.A.
Location: Remote (Hiring office located in Surat)
Employment Type: Full Time, Permanent
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations
Role Category: Voice / Blended
Job Description
Teleperformance is a global leader in digital business services, providing top-tier customer support solutions for some of the world’s most recognized brands. We are currently hiring dedicated and enthusiastic individuals to join our team as Customer Support Executives for a remote work-from-home opportunity.
As a Customer Support Executive, you will be responsible for handling customer queries, resolving issues efficiently, and ensuring an excellent customer experience. This role requires excellent communication skills, problem-solving abilities, and a proactive approach to customer service.
Key Responsibilities as Customer Support Executive
- Handle inbound and outbound customer interactions via phone, email, or chat.
- Address customer concerns, resolve complaints, and provide accurate information about products and services.
- Maintain a high level of professionalism and empathy while dealing with customers.
- Ensure prompt and effective resolution of customer issues by following company guidelines and protocols.
- Document customer interactions, feedback, and resolutions in the CRM system.
- Collaborate with internal teams to escalate complex issues and ensure timely solutions.
- Stay updated with company policies, product updates, and service guidelines.
- Adhere to quality assurance and performance metrics set by the company.
- Work independently in a home office setting, ensuring a distraction-free work environment.
Requirements as Customer Support Executive
- Excellent verbal and written communication skills.
- Strong problem-solving skills and ability to handle challenging customer situations.
- Ability to work in a remote setup with minimal supervision.
- Graduation from a recognized university (mandatory).
- Basic computer knowledge and proficiency in using CRM tools.
- Previous experience in customer service or a call center environment is a plus but not required.
Customer Support Executive: Technical Requirements
- Minimum i5 processor
- Windows 10 operating system
- 8GB RAM
- USB headset
- Reliable internet connection with backup
Perks and Benefits
- Work-from-home flexibility
- Competitive salary package
- Career growth opportunities
- Training and skill development programs
- Supportive work culture and team collaboration
Interview Questions and Sample Answers for Customer Support Executive
1. Tell me about yourself.
Answer: “I am a recent graduate with a strong passion for customer service. I have excellent communication skills and a proactive approach to problem-solving. I enjoy assisting customers and ensuring they have a smooth experience. I am excited about the opportunity to work in a remote customer support role at Teleperformance.”
2. Why do you want to work with Teleperformance?
Answer: “Teleperformance is a global leader in customer service, and I admire the company’s commitment to delivering exceptional customer experiences. I am excited about the opportunity to work in a dynamic environment where I can enhance my communication skills and contribute to the company’s success.”
3. How would you handle an irate customer?
Answer: “I would stay calm, listen attentively, and empathize with the customer’s concerns. I would reassure them that I understand their frustration and work towards finding the best possible solution within company guidelines. If needed, I would escalate the issue to the appropriate team for resolution.”
4. What are the key qualities required for a customer service role?
Answer: “Key qualities include excellent communication skills, patience, empathy, active listening, problem-solving ability, and adaptability. Being customer-focused and having a positive attitude are also crucial in delivering great service.”
5. How do you manage time effectively in a remote work setup?
Answer: “I create a daily schedule, set clear goals, and eliminate distractions. I prioritize tasks based on urgency and ensure that I stick to deadlines. Additionally, I use productivity tools to track my tasks and stay organized.”
6. Can you give an example of a time when you went above and beyond for a customer?
Answer: “In my previous role, a customer was facing repeated issues with their service. I not only resolved their immediate problem but also followed up after a few days to ensure everything was working fine. The customer appreciated the extra effort and gave positive feedback to my manager.”
7. What would you do if you don’t know the answer to a customer’s question?
Answer: “I would politely inform the customer that I need to verify the information before providing an answer. I would then consult the company’s knowledge base, ask a senior colleague, or escalate the query to ensure the customer receives accurate information.”
8. How do you handle multiple tasks at once while ensuring quality service?
Answer: “I prioritize tasks based on urgency and importance. I stay organized by using checklists and CRM tools to track customer queries. Multitasking efficiently while maintaining accuracy and professionalism is key to handling multiple tasks.”
9. How do you deal with a situation where a customer is dissatisfied despite your best efforts?
Answer: “I would apologize for the inconvenience and assure the customer that I understand their concerns. I would offer alternative solutions and try to exceed their expectations. If they remain dissatisfied, I would escalate the issue to a supervisor while ensuring they feel heard and valued.”
10. Where do you see yourself in the next five years?
Answer: “I see myself growing within the company, taking on more responsibilities, and advancing into a leadership role. I am eager to enhance my skills and contribute to the company’s success while developing my career in customer service.”
Conclusion
This Work-from-Home Customer Support Executive role at Teleperformance is an excellent opportunity for fresh graduates or individuals looking to start a career in customer service. With competitive pay, flexible working conditions, and career growth opportunities, this role offers a great platform for professional development. If you are passionate about helping customers and enjoy problem-solving, apply today and become a part of our dynamic team!
