Voice & Mail Chat Process

0 years

4 - 6 Lacs

india

Posted:3 days ago| Platform: Linkedin logo

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Skills Required

chat support service resolve metrics crm escalation communication data training calibration zendesk freshdesk multilingual learning coaching management

Work Mode

Remote

Job Type

Full Time

Job Description

Industry & Sector:

Remote role in the Business Process Outsourcing (BPO) / Contact Center and Customer Support sector serving consumer-facing clients across voice, email and chat channels. This position supports high-volume inbound customer interactions and delivers SLA-driven service across multiple digital channels.Primary Title: Customer Support Executive (Voice, Email & Chat)Join Rajputana Industries as a remote Customer Support Executive based in India, working across voice, email and live chat channels to resolve customer queries, process requests, and maintain high-quality service metrics for consumer-facing operations.Role & Responsibilities
  • Handle high-volume inbound calls, emails and live chats to resolve customer issues accurately and within SLA targets.
  • Log and manage tickets in the CRM/ticketing system, update case notes and track resolution progress to closure.
  • Follow escalation protocols for complex or unresolved issues and coordinate with cross-functional teams for timely resolution.
  • Meet or exceed KPIs including FCR, AHT, CSAT and SLA adherence; proactively identify and act on trends to reduce repeat contacts.
  • Provide clear, empathetic communication and product/process guidance while ensuring data privacy and quality standards.
  • Participate in training, calibration sessions and continuous improvement initiatives to enhance service quality and efficiency.

Skills & Qualifications

Must-Have

  • Inbound voice support
  • Email support
  • Live chat support
  • CRM (Zendesk/Freshdesk/Zoho)
  • Ticketing systems
  • PBX/IVR systems

Preferred

  • Escalation management
  • SLA and KPIMonitoring
  • Multilingual support
Benefits & Culture Highlights
  • Fully remote work-from-home role with India-wide hiring and flexible shift options.
  • Structured learning and upskilling programs, regular coaching and performance-linked incentives.
  • Fast-paced BPO environment with career progression into team lead and quality roles.
Why apply: This role is ideal for customer-focused professionals experienced across voice, email and chat who want a remote-first opportunity in a structured BPO environment. We prioritize consistent coaching, clear KPIs, and opportunities to grow into supervisory and specialist roles.
Skills: escalation management,ticketing systems,email,chat

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