Customer Service Associate (Voice Process)
Experience: 6 Months – 1 Year
Employment Type: Full-time
Shift: Rotational Shift
Location: Hyderabad
Job Summary: We are seeking a confident and customer-oriented Customer Service Associate (Voice Process) to handle high-volume inbound and outbound calls, resolve customer concerns, and ensure a superior customer experience. The role requires excellent communication skills, call-handling expertise, and for senior candidates, the ability to lead voice support teams and manage escalations effectively.
Key Responsibilities:
Voice Process - Core Responsibilities:
Handle high-volume inbound and outbound voice calls professionally and efficiently.
Address customer queries, complaints, service requests, and follow-ups over calls.
Provide accurate information regarding products, services, policies, and procedures.
Ensure first call resolution (FCR) wherever possible.
Maintain proper call etiquette, voice clarity, tone, and empathy during interactions.
Meet daily and monthly call targets, talk time, AHT, and quality benchmarks.
Document call details, outcomes, and action points in CRM or call management systems.
Customer Support & Issue Resolution:
Resolve customer complaints within defined TAT and SLA.
Identify customer concerns and offer appropriate solutions or alternatives.
Escalate complex or unresolved issues to senior teams or management.
Follow compliance guidelines and call scripts as per process requirements.
Ensure team adherence to call quality standards and process guidelines.
Coordinate with QA, operations, and management teams.
Support management with daily and weekly MIS related to voice operations.
Required Skills & Competencies:
- Excellent verbal communication skills with clarity and confidence.
- Strong customer-handling and objection-management skills.
- Ability to manage back-to-back calls in a fast-paced environment.
- Good listening skills and problem-solving ability.
- Working knowledge of CRM, dialer systems, and call logs.
Qualification & Experience:
Graduate / Undergraduate.
6 months – 1 year of experience in voice process/call centre for CSR.
Experience in BPO, contact centre, customer support, or service operations preferred.
Preferred Attributes:
Neutral or clear accent with strong command over English/Hindi.
Willingness to work in rotational shifts.
Customer-first mindset with a professional attitude.
Interested candidates can send their resumes to Email: [email protected] or Whatsapp: 7396111639
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund
- Work from home
Work Location: In person
