Voice Process Executive & Non-Voice Process Executive

Job Title:

Job Summary:

A Customer Service Executive in a Voice Process is the primary voice of the company to its customers. This role is responsible for handling inbound and outbound calls to resolve customer queries, provide information, and ensure a positive customer experience. The ideal candidate must have excellent verbal communication skills and the ability to handle customer emotions effectively.

Key Responsibilities:

• Handle 

  inbound and outbound customer calls

   in a professional and timely manner.

• Resolve customer queries

   related to billing, product information, service issues, and account management.

• Listen attentively

   to customer needs and provide accurate and relevant solutions.

• Follow communication scripts

   and guidelines while personalizing the interaction.

• Document all call information

   and customer interactions according to standard operating procedures (SOP).

• Identify and escalate

   complex issues to the relevant department or senior team member.

• Meet or exceed

   key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.

• Upsell or cross-sell

   products/services where appropriate.

Required Skills & Qualifications:

• Excellent verbal communication skills

   in English, Hindi and [Regional Language].

• Pleasant and clear voice

   with a neutral accent.

• Active listening

   and problem-solving abilities.

• Basic computer navigation skills

   and proficiency with MS Office.

• Ability to handle stressful situations

   and irate customers with empathy and patience.

• Graduation

   from a recognized university is typically required.

• Willingness to work in rotational shifts

  , including night shifts and weekends.

Tools & Software Used:

• CRM Software (e.g., Salesforce, Zendesk)
• Auto-Dialer/Predictive Dialer Systems
• Call Recording and Monitoring Systems
• Internal Knowledge Base and Ticketing Systems

Job Title:

Job Summary:

A Customer Support Executive in a Non-Voice Process provides customer service and support primarily through digital channels. This role focuses on written communication to resolve customer issues, process requests, and manage transactions efficiently. The ideal candidate must have strong written communication skills and attention to detail.

Key Responsibilities:

• Handle customer queries and issues through 

  email, live chat, and social media

  .

• Process customer requests

   such as order placements, cancellations, returns, and account updates.

• Respond to customer tickets

   in a timely manner as per defined SLAs (Service Level Agreements).

• Maintain accurate records

   of all interactions and transactions in the system.

• Identify recurring issues

   and report them to the team lead for process improvement.

• Verify and process data

   as per client requirements (in data-intensive roles).

• Follow up with customers

   to ensure their issues have been resolved satisfactorily.

• Adhere to quality standards

   and metrics like Email Response Time, Ticket Resolution Time, and Accuracy.

Required Skills & Qualifications:

• Excellent written communication skills

   in English (grammar, spelling, and tone).

• Fast and accurate typing speed

   (e.g., 35-40 WPM).

• Strong reading comprehension

   and attention to detail.

• Ability to work independently

   with minimal supervision.

• Basic to intermediate knowledge of MS Office

  , especially Excel and Word.

• Graduation

   from a recognized university.

• Ability to work in a fixed-shift pattern

   (shifts are usually more stable than in voice processes).

Tools & Software Used:

• Ticketing Systems (e.g., Freshdesk, Jira Service Management)
• Live Chat Software (e.g., LiveChat, Intercom)
• Email Management Platforms
• Internal Database and Process Management Tools