Job DescriptionPosition
Process Associate – Customer Support (US Voice Process)
Department
BPO Operations
Employment Type
Full-Time
Reporting To
Process Manager / Team Lead
About Hutah Technologies
Hutah Technologies is a technology and business process solutions company delivering high-quality voice and non-voice support services to global clients. We are committed to operational excellence, customer satisfaction, and continuous process improvement.
Position Summary
Hutah Technologies is seeking energetic and customer-focused Process Associates for our US Voice Process team. The ideal candidate will be responsible for handling customer interactions through inbound and outbound calls, resolving customer concerns, providing accurate information, and ensuring an exceptional customer experience. The role requires excellent English communication skills, strong problem-solving abilities, and the flexibility to work in US shifts.
Key Responsibilities
- Handle inbound and outbound customer calls professionally and efficiently.
- Understand customer concerns and provide accurate resolutions within defined timelines.
- Deliver excellent customer service while maintaining professionalism and empathy.
- Update and maintain customer records accurately in CRM systems.
- Follow client-specific processes, scripts, and compliance requirements.
- Escalate unresolved or complex issues to the appropriate support teams.
- Meet and exceed process performance metrics and quality standards.
- Ensure adherence to work schedules, attendance policies, and productivity targets.
- Maintain confidentiality of customer information and company data.
- Participate in training sessions, team meetings, and process improvement initiatives.
Required Qualifications
- Graduation in any discipline (preferred).
- Freshers and experienced candidates are eligible to apply.
- Excellent verbal and written communication skills in English.
- Strong customer service and interpersonal skills.
- Basic computer knowledge and typing skills.
- Ability to multitask and work in a fast-paced environment.
- Willingness to work in US shifts/night shifts.
Preferred Skills
- Prior experience in an International Voice Process or BPO environment.
- Familiarity with CRM tools and customer support applications.
- Strong listening, negotiation, and problem-solving abilities.
- Ability to handle challenging customer interactions professionally.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Average Handle Time (AHT)
- First Call Resolution (FCR)
- Quality Assurance (QA) Score
- Productivity and Adherence
- Attendance and Punctuality
Compensation & Benefits
- Competitive salary package.
- Performance-based incentives.
- Training and skill development programs.
- Career growth opportunities within the organization.
- Employee recognition and reward programs.
Work Schedule
- US Shift / Night Shift
- 5 Days Working (as per business requirements)
- Rotational Week Offs
Equal Opportunity Employer
Hutah Technologies is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We encourage applications from candidates of all backgrounds and experiences.
Work Location: In person
