Associate Customer Support Voice

Job Title: Associate Customer Support Voice

Location: Bangalore (Electronic City), India

Employment Type: Full-time | Entry Level (Grade: U1)

Perks: Both-side cab transportation provided

Role Overview

We are seeking clear, empathetic, and customer-focused individuals to join our international voice support team. As an Associate Customer Support Representative, you will handle inbound customer inquiries, resolve product and service requests, and utilize modern cloud tools to provide world-class service.

Key Responsibilities

• Handle inbound customer inquiries over the voice channel with a polite, professional, and positive demeanor.
• Investigate issues, gather relevant details, and provide timely, accurate solutions to meet customer needs.
• Navigate cloud-based customer management tools to document contact details and log precise action steps.
• Send clear, concise, and helpful follow-up emails post-call where required, while maintaining handle-time guidelines.
• Escalate complex or unresolved issues through appropriate channels in accordance with internal policies.
• Consistently meet or exceed team productivity, quality standards, and response time metrics.
• Identify recurring trends or common issues and share proactive suggestions with team leadership.

Candidate Requirements & Qualifications

• Education: Open to Undergraduates and Graduates in any stream.
• Experience: Freshers up to 12 months of experience.
  
• Note: Full weightage considered for previous BPO/Contact Center experience; 50% weightage given to non-BPO experience.
• Communication: Excellent verbal and written English communication skills (CEFR C1 level proficiency).
• Computer Skills: Basic computer knowledge, familiarity with MS Office (Word, Excel, PowerPoint), and modern operating systems.
• Typing Speed: Minimum 20 WPM with at least 80% accuracy.

Core Competencies

• Customer Focus: Strong drive to take ownership of customer requests and deliver high satisfaction.
• Problem Solving: Ability to gather facts, systematically evaluate issues, and determine effective resolutions.
• Interpersonal Skills: Adaptable communication style capable of de-escalating difficult situations and building quick rapport with diverse callers.

Selection Process

1. Initial Screening
2. Typing Assessment (Min. 20 WPM / 80% Accuracy)
3. Language & Assessment Evaluation (SHL - CEFR C1)
4. Operations Technical Round
5. HR & Offer Discussion