Customer service Representative (voice process)

About The Opportunity

• Handle inbound customer interactions (voice and chat) professionally—identify needs, troubleshoot issues, and provide clear resolutions within SLA.
• Log and update customer records in the CRM/ticketing system accurately; close tickets or escalate per defined workflows.
• Own first-contact resolution by collaborating with technical teams and following up until customers are satisfied.
• Meet individual KPIs (AHT, FCR, CSAT) and contribute to team performance targets through consistent quality execution.
• Document recurring issues and provide feedback to product/support teams to reduce repeat incidents and improve processes.
• Participate in shift handovers, training sessions, and process-improvement initiatives to support operational excellence.
  

Skills & Qualifications

Must-Have

• High school diploma or equivalent; 1+ years experience in customer support, call center, or frontline service role preferred.
• Excellent verbal and written English with strong active-listening and clear communication skills.
• Hands-on experience with CRM/ticketing systems (Zendesk, Freshdesk, or similar) and basic MS Office skills.
• Proven ability to troubleshoot customer issues, follow escalation protocols, and maintain SLA adherence.
• Customer-first attitude, patience, empathy, and ability to work under pressure in a fast-paced on-site environment.
  

Preferred

• Experience with cloud telephony/IVR platforms and inbound call routing; bilingual skills (Hindi/Regional language) are an advantage.
• Prior BPO or SaaS support experience and familiarity with KPI-driven environments (AHT, FCR, CSAT).
  

• Structured training, clear career progression, and frequent upskilling opportunities for high performers.
• Collaborative, metrics-driven culture with recognition programs and team-based incentives.
• Competitive on-site compensation, statutory benefits, and shift allowances where applicable.
  

Location & Work Type: