Customer Support Associate- Voice Process

Job Role: Customer Support Associate-Voice Process

Job Summary:

We are looking for a proactive and customer-focused Inbound Voice Support Executive to handle customer queries through our voice support channel.

The primary responsibility of this role is to attend incoming customer calls, understand their concerns, provide accurate resolutions, and ensure a smooth and satisfactory customer experience. The candidate should have strong communication and problem-solving skills with a customer-first approach.

Key Responsibilities:

• Handle inbound customer calls and assist users with their queries and concerns.
• Understand customer issues clearly and provide accurate and appropriate resolutions over the call.
• Ensure queries are resolved effectively while maintaining a positive customer experience.
• Accurately document call details, customer concerns, and resolutions in the CRM/support system.
• Follow defined support processes, call guidelines, and quality standards.
• Escalate complex or unresolved issues to the appropriate L2/relevant team when required.
• Follow up on pending or unresolved cases and ensure timely closure.
• Coordinate with internal teams whenever additional information or assistance is required.
• Maintain professionalism, empathy, patience, and a solution-oriented approach during all customer interactions.
• Work towards achieving defined support metrics such as customer satisfaction, quality, productivity, and resolution rate.

Requirements:

• 1-3 years of experience in Inbound Voice Support, Customer Support, or Customer Service.
• Excellent verbal communication and interpersonal skills.
• Strong listening and problem-solving abilities.
• Ability to understand customer concerns and provide clear and effective solutions.
• Basic knowledge of CRM, ticketing, or customer support tools.
• Comfortable working in rotational shifts and on holidays based on business requirements.
• Customer-first attitude with patience and empathy.

Language Requirements:

Candidates should be proficient in either of the following language combinations:

• English + Hindi +Malayalam

• English + Hindi + Tamil

• English + Hindi + Telugu

Process: Inbound Voice Support