Customer Support Voice Process

Key Responsibilities:

• Handle inbound and/or outbound voice calls to support customers
• Address customer concerns related to products, services, billing, orders, or technical issues
• Provide accurate and prompt information or resolution in a courteous manner
• Escalate unresolved issues as per process SOPs
• Maintain call logs and update CRM systems appropriately
• Achieve performance targets like AHT, FCR, CSAT, and call quality
• Follow communication scripts and compliance procedures strictly

Eligibility Criteria:

• Education: 12th Pass / Diploma / Any Graduate
• Experience: 0–3 years in voice-based customer support (preferred)
• Communication:
• Domestic Process: Good verbal communication in regional/local language + English
• International Process: Fluency in English with neutral accent
• Basic knowledge of computers and customer service etiquette
• Ability to work in shifts, including weekends if required

Key Skills Required:

• Good verbal communication and active listening
• Patience and empathy in handling customer issues
• Basic computer knowledge (MS Office, CRM tools)
• Multitasking and time management
• Positive attitude and team spirit