Senior Customer Service Executive

* Work Location : Pune / Hyderabad

* Process: Customer Support (BFSI / Search Engine - Voice support)

* Designation: SME / SPE (Individual Contributor)

* Max. CTC Max.: 7 LPA + NSA (Expect 30% Hike on Current Salary).

* Shift timings: Night Shifts Flexible

Mandatory Experience: -

* SPE -  Must have Min. 1yr+ in BPO - Customer Service from International Voice process

* SME - Must have Total 4yrs+ in BPO Customer Service with 1yrs+ as  SME / Process Specialist or Associate Lead (Pune Only)

Qualification: Any Graduate / Post Graduate

Job Summary:

We are seeking a Voice Data Operations Specialist with exceptional cognitive and logical reasoning abilities to join our team. To improve the accuracy, reasoning, and conversational quality of Agentic Models by evaluating AI-generated responses.

 Job Description:

Comprehensive Research: Conduct exhaustive research utilizing authorized resources, to update or validate business information

Detailed Justification: Provide evidence-based written arguments explaining why a specific response is superior or an error, citing logical fallacies or strengths in the bot's reasoning

Objectivity: The ability to set aside personal bias to grade the bot based strictly on the provided guidelines

Compliance and Policy: Apply sound judgment and policy interpretation to ensure the integrity and correctness of geographical (map) data updates

Calling: Initiate calls to businesses/merchants to extract information based on user requests. Actively listen to calls to ensure smooth and accurate execution

Technical Skills:

Proficiency in computer systems for typing, navigation, logging interactions, and information access

Previous experience in Customer Support dealing with international Customer's

Strong ability to conduct effective searches to find relevant information

  Soft Skills:

Excellent verbal and written communication skills to articulate and write reasoning of the task performed

Language fluency & cultural nuances required for non English supported locales

Strong logical ability and problem-solving skills, particularly in identifying and navigating ambiguous or subjective situations

The ability to explain complex reasoning in a concise, objective manner

Gather, interpret, and organize verbal/researched data to draw logical conclusions and take informed decision

Strong organizational and time management skills, with the ability to manage multiple tasks and deadlines

Ability to quickly learn new concepts, adapt to changing priorities, and apply knowledge in new situation

Meticulous with attention to detail and the ability to identify patterns

Required Qualifications:

1-2 years of experience as a Senior Process Associate (SPE) or in a relevant industry role

Previous experience in US / Uk Process, Calling process  is highly valued

Previous experience in phone customer support operations preferably US operation

Proactive approach to learning and adapting to new information and process complexities

Work Environment and Conditions:

This is a full-time, in-office position based in our Pune / Hyderabad location

This role may require to work in shifts and 24/7 coverage (including night shifts and public holidays) as per business needs

Candidates must meet the qualifications listed above to be considered for this role.