Customer Support- Inbound Call Agent – Multilingual Support

Key Responsibilities:

• Multilingual Call Handling:
• Manage inbound customer calls in English or Hindi and at least one South Indian language (Tamil, Telugu, Malayalam, or Kannada). Communicate clearly, confidently, and professionally with customers.
• Escalation Recording Issue Resolution:
• Listen attentively to customers, and accurately note down escalations and reasons for complaints. Coordinate with relevant teams during the call, ensuring the customer receives an appropriate and timely resolution.
• Stakeholder Coordination:
• Work closely with multiple internal stakeholders while on the call to resolve customer issues. Escalate major issues to the appropriate team via email or follow-up calls if necessary.
• Empathetic Customer Support:
• Approach customer interactions with empathy and patience, ensuring the customer feels heard and understood throughout the conversation. Maintain a calm and professional demeanor, even in challenging situations.
• Data Management Tracking:
• Use Google Forms to accurately record call details, customer complaints, and escalations. Maintain and update case records in trackers, ensuring all data is properly captured and stored.
• Attention to Detail:
• Ensure all escalations, customer information, and resolutions are accurately documented. Keep a close watch on all ongoing cases and follow up with customers if needed to ensure resolution.
• TAT Monitoring:
• Monitor the TAT (Turnaround Time) for issues raised during calls and ensure resolutions are provided within the expected timeline.

Qualifications:

• Proficiency in at least one South Indian language (Tamil, Telugu, Malayalam, or Kannada) is mandatory.
• 6 days working and rotational week offs
• Strong verbal communication skills in English or Hindi.
• Prior experience in an inbound call center or customer service role is preferred.
• Ability to handle calls confidently, patiently, and professionally.
• Familiarity with Google Forms for data entry and case tracking.
• Excellent listening skills and attention to detail.
• Ability to escalate major issues via email or call promptly.
• Empathy and problem-solving skills to handle customer complaints effectively.

Key Skills:

• Multilingual Call Handling (English, Hindi + South Indian Languages)
• Escalation Issue Resolution
• Google Forms Data Management
• Stakeholder Coordination
• TAT Monitoring
• Empathy Active Listening
• Attention to Detail Documentation