Customer Support Representative - Urdu Voice

Company Description

Virtuoso Professional Services LLP (VPS) is a dynamic outsourcing and consulting services firm based in Noida, with additional branches in the USA and UAE. Managed by a team of highly qualified professionals with extensive industry and geographical expertise, VPS offers comprehensive insights and tailored solutions to meet client needs. Our organization is committed to excellence and innovation, providing a wide range of professional services across industry verticals. Join a company that is dedicated to delivering impactful results and fostering professional growth.

Role Description

We are seeking a Customer Support Representative - Urdu Voice for a full-time, on-site position based in Gurugram. The primary responsibilities include addressing customer inquiries, ensuring customer satisfaction, troubleshooting issues, and delivering exceptional service. The representative will communicate with customers in Urdu and provide consistent, effective support to meet their needs while maintaining professionalism.

Key Responsibilities:

• Handle customer interactions in a courteous and professional manner. 
• Accurately identify customer needs and provide appropriate solutions or escalations. 
• Maintain up-to-date knowledge of products, services, and processes. 
• Follow defined scripts, procedures, and call quality guidelines.
• Meet or exceed key performance metrics such as AHT, CSAT, FCR, and adherence.
• Escalate complex or unresolved cases to the Team Leader or relevant department.
• Maintain confidentiality of customer data and comply with information security policies. 
• Participate in regular coaching and feedback sessions to improve performance. 
• Follow company templates, tone of voice, and response guidelines.
• Ensure response time and resolution SLAs are met.
• Collaborate with cross-functional teams for issue resolution. 

Qualifications & Skills:

• Minimum: Bachelor’s degree or diploma. 
• Minimum 1 year of experience required in Voice
• Ability to communicate clearly in English and Urdu is essential. 
• Fluent in Urdu and English with minimum B2 for this role.
• Ability to work under pressure and manage multiple tasks.
• Customer-focused with a positive attitude and empathy. 
• Basic computer literacy (MS Office, CRM tools). 
• Flexible to work in shifts, weekends, and public holidays.
• Excellent written communication skills. 
• Typing speed and accuracy (minimum 40 wpm preferred).
• Strong analytical and problem-solving ability.