Customer Support Associate_Voice Process
FloBiz · Bengaluru · onsite · Posted 1d ago
Undisclosed1–3 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
We are looking for customer-focused Customer Support Associates for our Inbound Voice Process with prior knowledge or hands-on experience using Tally or similar accounting/billing software. The role involves handling incoming customer calls, understanding billing, accounting, GST, inventory, and product-related queries, and providing accurate resolutions while ensuring a smooth customer experience. The ideal candidate should have good working knowledge of Tally, strong communication and problem-solving skills, and the ability to understand customers business requirements and guide them effectively on myBillBook.
Key Responsibilities
- Handle inbound customer calls and provide timely and accurate assistance.
- Understand customer queries, identify the root cause, and provide appropriate resolutions.
- Assist customers with billing, invoicing, inventory, GST, accounting, and other product-related queries.
- Use prior Tally/accounting software knowledge to understand customer workflows and explain relevant myBillBook features effectively.
- Guide customers on product features, functionality, account-related queries, and issue resolution.
- Help customers understand workflows related to invoices, purchases, sales, inventory, receivables/payables, and business reports.
- Take ownership of customer concerns and aim for resolution during the first interaction wherever possible.
- Accurately document customer interactions, resolutions, and required follow-ups in the CRM/support system.
- Follow defined support processes, SOPs, and quality standards during customer interactions.
- Escalate technical or complex issues to the appropriate teams when required.
- Ensure timely follow-up and closure of pending customer issues.
- Maintain a professional, empathetic, patient, and solution-oriented approach during every interaction.
- Work towards achieving key customer support metrics such as customer satisfaction, quality, productivity, adherence, and resolution rate.
Requirements
- 1-3 years of experience in inbound/outbound voice support, customer service, accounting software support, or a similar customer-facing role.
- Working knowledge or hands-on experience with Tally is mandatory.
- Candidates should have a basic understanding of billing, invoicing, inventory, GST, and accounting concepts.
- Prior experience supporting customers using Tally, ERP, GST, billing, or accounting software will be preferred.
- Excellent verbal communication skills.
- Strong listening, probing, and problem-solving abilities.
- Ability to understand customer concerns and explain solutions clearly and simply.
- Basic proficiency in CRM, ticketing, or customer support tools.
- Comfortable working in a target- and metric-driven customer support environment.
- Willingness to work in rotational shifts and on holidays/weekends based on business requirements.
- Strong customer-first attitude with patience and empathy.
- Minimum qualification: Graduate.
Language Requirements
Candidates should be proficient in English and Hindi along with any one Southern regional languages (Tamil / Kannada / Telugu / Malayalam).
(Knowledge of additional regional languages will be an added advantage.)
Mandatory Skill: Tally Software Knowledge / Experience
Work Location
Bommanahalli / HSR Layout, Bengaluru
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCustomer Experiencecustomer satisfactionCustomer Supportcrmbilling softwareBusiness RequirementsOutboundCustomer QueriesAccounting SoftwareERPCommunication SkillsGstAccountinginboundInbound Voice Process
About FloBiz
FloBiz
IT Services & Consulting
51
employees
2019
7 years old
Bangalore,Karnataka
India
₹5.7L PA avg
Avg at FloBiz
About
Cloud-based software for billing managment solutions
Industries
IT Services & Consulting
Employee ratings
10 reviews
3.4/ 5
Culture
3.4
Career growth
3.0
Work-life
3.3
Employees rate it well for
Compensation & Benefits38Overall Company34
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