Customer Support Agent (US Telecom Process) Introduction This detailed Job Description (JD) is intended for the HR and recruitment team at Kensei Software Solutions Pvt Ltd . It outlines the core competencies, evaluation parameters, and hiring requirements for sourcing, evaluating, and selecting the most suitable candidates for the US Telecom Customer Support process . 1. Role Overview The Customer Support Agent will be responsible for handling inbound and outbound customer interactions for the US Telecom process . The role involves assisting customers with queries, troubleshooting issues, updating account information, and providing high-quality service aligned with client expectations. The ideal candidate should have excellent communication skills, customer-handling abilities, and the flexibility to work in night shifts supporting US-based customers. 2. Position Details Job Title: Customer Support Agent – US Telecom Process Reports To: Team Leader / Process Manager Employment Type: Full-Time Work Location: Perungudi, Chennai Shift: Night Shift / Rotational 3. Key Responsibilities Handle inbound and outbound calls, emails, or chat support for US telecom customers. Resolve customer queries related to billing, plans, service activation, and technical issues. Maintain a high level of professionalism and empathy during customer interactions. Accurately update customer information and service requests in the system. Follow defined scripts, procedures, and escalation protocols. Coordinate with internal teams to ensure timely resolution of customer concerns. Meet individual and team performance targets (AHT, FCR, CSAT, etc.). Adhere to process compliance, data security, and quality guidelines. Provide feedback and suggestions for process improvement. Ensure a customer-first attitude in all interactions. 4. Required Qualifications & Experience Bachelor’s degree in any discipline (Freshers can apply). 0–3 years of experience in international voice or customer support process. Excellent verbal and written English communication skills. Strong listening and problem-solving ability. Ability to handle customer pressure and multitask efficiently. Basic computer and CRM navigation skills. Willingness to work in night shifts (US time zone). 5. Key Competencies & Behavioral Attributes Excellent communication and interpersonal skills. Patience, empathy, and positive customer-handling attitude. Strong work ethic and accountability. Ability to adapt to fast-paced process environments. Team player with a collaborative mindset. Punctuality and reliability in attendance. Quick learner with attention to detail. 6. Performance KPIs Customer Satisfaction (CSAT) score. First Call Resolution (FCR) rate. Average Handling Time (AHT) adherence. Attendance and punctuality. Compliance and process accuracy. Quality assurance audit scores. 7. Selection & Evaluation Criteria Communication and accent evaluation (voice & listening test). Mock call and scenario-based customer interaction test. Behavioral and problem-solving assessment. HR interview assessing attitude, flexibility, and cultural fit. Background and employment verification as per company policy. 8. Tools & System Knowledge CRM Tools: Salesforce, Zendesk, Freshdesk (or similar) Telecom Tools: Ticketing and provisioning systems (training provided) Communication Tools: Softphone, MS Teams, Outlook Reporting Tools: Excel, call tracking dashboards 9. Training & Development Comprehensive process and communication training. Accent neutralization and soft skills enhancement sessions. Regular coaching on customer service etiquette and product knowledge. On-the-job mentoring by experienced trainers and team leaders. Career progression opportunities into Quality, Training, or Team Lead roles. 10. HR Notes & Guidelines Candidates must be comfortable with night shifts and US working hours. Assess fluency, pronunciation, and clarity during voice evaluation. Prefer candidates with international BPO experience or telecom background. Verify communication through video screening before selection. Emphasize punctuality, reliability, and process discipline. Ensure candidates understand data confidentiality and compliance policies. Job Types: Full-time, Permanent, Fresher Pay: ₹18,000.00 - ₹50,000.00 per month Benefits: Flexible schedule Paid sick time Paid time off Provident Fund Work Location: In person
Customer Support Agent (US Telecom Process) Introduction This detailed Job Description (JD) is intended for the HR and recruitment team at Kensei Software Solutions Pvt Ltd . It outlines the core competencies, evaluation parameters, and hiring requirements for sourcing, evaluating, and selecting the most suitable candidates for the US Telecom Customer Support process . 1. Role Overview The Customer Support Agent will be responsible for handling inbound and outbound customer interactions for the US Telecom process . The role involves assisting customers with queries, troubleshooting issues, updating account information, and providing high-quality service aligned with client expectations. The ideal candidate should have excellent communication skills, customer-handling abilities, and the flexibility to work in night shifts supporting US-based customers. 2. Position Details Job Title: Customer Support Agent – US Telecom Process Reports To: Team Leader / Process Manager Employment Type: Full-Time Work Location: Perungudi, Chennai Shift: Night Shift / Rotational 3. Key Responsibilities Handle inbound and outbound calls, emails, or chat support for US telecom customers. Resolve customer queries related to billing, plans, service activation, and technical issues. Maintain a high level of professionalism and empathy during customer interactions. Accurately update customer information and service requests in the system. Follow defined scripts, procedures, and escalation protocols. Coordinate with internal teams to ensure timely resolution of customer concerns. Meet individual and team performance targets (AHT, FCR, CSAT, etc.). Adhere to process compliance, data security, and quality guidelines. Provide feedback and suggestions for process improvement. Ensure a customer-first attitude in all interactions. 4. Required Qualifications & Experience Bachelor’s degree in any discipline (Freshers can apply). 0–3 years of experience in international voice or customer support process. Excellent verbal and written English communication skills. Strong listening and problem-solving ability. Ability to handle customer pressure and multitask efficiently. Basic computer and CRM navigation skills. Willingness to work in night shifts (US time zone). 5. Key Competencies & Behavioral Attributes Excellent communication and interpersonal skills. Patience, empathy, and positive customer-handling attitude. Strong work ethic and accountability. Ability to adapt to fast-paced process environments. Team player with a collaborative mindset. Punctuality and reliability in attendance. Quick learner with attention to detail. 6. Performance KPIs Customer Satisfaction (CSAT) score. First Call Resolution (FCR) rate. Average Handling Time (AHT) adherence. Attendance and punctuality. Compliance and process accuracy. Quality assurance audit scores. 7. Selection & Evaluation Criteria Communication and accent evaluation (voice & listening test). Mock call and scenario-based customer interaction test. Behavioral and problem-solving assessment. HR interview assessing attitude, flexibility, and cultural fit. Background and employment verification as per company policy. 8. Tools & System Knowledge CRM Tools: Salesforce, Zendesk, Freshdesk (or similar) Telecom Tools: Ticketing and provisioning systems (training provided) Communication Tools: Softphone, MS Teams, Outlook Reporting Tools: Excel, call tracking dashboards 9. Training & Development Comprehensive process and communication training. Accent neutralization and soft skills enhancement sessions. Regular coaching on customer service etiquette and product knowledge. On-the-job mentoring by experienced trainers and team leaders. Career progression opportunities into Quality, Training, or Team Lead roles. 10. HR Notes & Guidelines Candidates must be comfortable with night shifts and US working hours. Assess fluency, pronunciation, and clarity during voice evaluation. Prefer candidates with international BPO experience or telecom background. Verify communication through video screening before selection. Emphasize punctuality, reliability, and process discipline. Ensure candidates understand data confidentiality and compliance policies. Job Types: Full-time, Permanent, Fresher Pay: ₹18,000.00 - ₹50,000.00 per month Benefits: Flexible schedule Paid sick time Paid time off Provident Fund Work Location: In person
Position: Marketing & Client Relations Executive Department: Events & Client Acquisition Location: No:12, Rajiv Gandhi Salai, Srinivasa Nagar Perungudi, Chennai – 600096 Experience: 2–5 years (Freshers can apply) Salary: As per industry standards Role Summary The Marketing & Client Relations Executive will be responsible for driving business growth by generating event leads, building client relationships, promoting event services, and supporting the execution of event marketing strategies. This role requires strong networking, communication, and negotiation skills. Key ResponsibilitiesSales Responsibilities Identify and acquire new clients for commercial events,corporate events, weddings, product launches, exhibitions, and private events. Generate leads through meetings, calls, networking, and sourcing channels. Develop and present event proposals, quotations, and service offerings to clients. Maintain relationships with existing clients and ensure repeat business. Negotiate pricing, terms, and agreements with vendors and clients. Track sales targets and report performance to management. Marketing Responsibilities Promote company services through online and offline marketing channels. Manage social media content, promotions, and event-related visibility campaigns. Participate in marketing campaigns, partnerships, and sponsorship activities. Assist in branding, creating marketing collateral, and promotional materials. Conduct market research on trends, competition, pricing, and customer expectations. Skills & Qualifications Bachelor’s degree in Marketing, Business, Communication, Event Management, or related field. Strong communication & presentation skills. Ability to build and maintain strong client relationships. Knowledge of event industry trends & market competition. Target-driven mindset with ability to achieve monthly sales goals. Fluency in English (additional regional languages are a plus). Familiarity with Digital Marketing,MS Office, and social media platforms. Personal Attributes Outgoing personality and strong networking ability. Self-motivated with ability to work independently and in a team. Good negotiation and persuasion skills. Flexible with work timing and event schedules. Creative thinking and problem-solving attitude. Work Environment Dynamic role involving field visits, client meetings, venue visits. Travel may be required based on client/event needs. Evening and weekend availability during event periods. Employment Type Full-time | Day Shift How to Apply Interested candidates can send their resume to [email protected] Job Type: Full-time Pay: ₹20,000.00 - ₹40,000.00 per month Benefits: Health insurance Paid sick time Provident Fund Work Location: In person
Position: Marketing & Client Relations Executive Department: Events & Client Acquisition Location: No:12, Rajiv Gandhi Salai, Srinivasa Nagar Perungudi, Chennai – 600096 Experience: 2–5 years (Freshers can apply) Salary: As per industry standards Role Summary The Marketing & Client Relations Executive will be responsible for driving business growth by generating event leads, building client relationships, promoting event services, and supporting the execution of event marketing strategies. This role requires strong networking, communication, and negotiation skills. Key ResponsibilitiesSales Responsibilities Identify and acquire new clients for commercial events,corporate events, weddings, product launches, exhibitions, and private events. Generate leads through meetings, calls, networking, and sourcing channels. Develop and present event proposals, quotations, and service offerings to clients. Maintain relationships with existing clients and ensure repeat business. Negotiate pricing, terms, and agreements with vendors and clients. Track sales targets and report performance to management. Marketing Responsibilities Promote company services through online and offline marketing channels. Manage social media content, promotions, and event-related visibility campaigns. Participate in marketing campaigns, partnerships, and sponsorship activities. Assist in branding, creating marketing collateral, and promotional materials. Conduct market research on trends, competition, pricing, and customer expectations. Skills & Qualifications Bachelor’s degree in Marketing, Business, Communication, Event Management, or related field. Strong communication & presentation skills. Ability to build and maintain strong client relationships. Knowledge of event industry trends & market competition. Target-driven mindset with ability to achieve monthly sales goals. Fluency in English (additional regional languages are a plus). Familiarity with Digital Marketing,MS Office, and social media platforms. Personal Attributes Outgoing personality and strong networking ability. Self-motivated with ability to work independently and in a team. Good negotiation and persuasion skills. Flexible with work timing and event schedules. Creative thinking and problem-solving attitude. Work Environment Dynamic role involving field visits, client meetings, venue visits. Travel may be required based on client/event needs. Evening and weekend availability during event periods. Employment Type Full-time | Day Shift How to Apply Interested candidates can send their resume to hr@kenseiglobal.com Job Type: Full-time Pay: ₹20,000.00 - ₹40,000.00 per month Benefits: Health insurance Paid sick time Provident Fund Work Location: In person