Job Title: Voice Customer Service Executive

Department: Customer Service / Operations

Employment Type: Full-Time

Experience: 0

Location: PUNE

Shift: Rotational Shifts

Job Summary

We are looking for a friendly, customer-focused Voice Customer Service Executive to handle customer calls, resolve queries, provide accurate information, and ensure a positive customer experience. The ideal candidate should have excellent communication skills, a professional telephone manner, and the ability to handle customers calmly and effectively.

Key Responsibilities

• Handle inbound and/or outbound customer calls professionally.
• Understand customer concerns and provide appropriate solutions.
• Resolve customer queries related to products, services, orders, accounts, or support.
• Maintain a polite, empathetic, and professional tone during every interaction.
• Provide accurate information about company products, policies, and procedures.
• Escalate complex or unresolved issues to the appropriate department.
• Record customer interactions, complaints, and resolutions accurately in the CRM/system.
• Follow call-handling procedures, quality standards, and company policies.
• Meet defined targets such as call quality, customer satisfaction, productivity, and response time.
• Follow up with customers when required to ensure proper resolution.
• Maintain confidentiality of customer and company information.

Requirements

• Minimum qualification: 12th pass / Graduate.
• 0–3 years of experience in customer service, BPO, call center, telecalling, or a related role.
• Excellent verbal communication skills in English and/or [required regional language].
• Good listening, problem-solving, and interpersonal skills.
• Comfortable handling customers over the phone.
• Basic computer knowledge and familiarity with CRM or ticketing systems.
• Ability to work under pressure and manage multiple customer interactions.
• Willingness to work in rotational shifts, weekends, or holidays if required.

Preferred Skills

• Customer-oriented attitude.
• Strong communication and active listening skills.
• Patience and ability to handle difficult customers.
• Good typing and documentation skills.
• Ability to understand and follow processes.
• Positive attitude and willingness to learn.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Call Quality
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Call/Case Productivity
• Attendance and Adherence
• Complaint Resolution Rate

What We Offer

• Competitive salary and incentives.
• Training and onboarding support.
• Career growth opportunities.
• Supportive and professional work environment.
• Employee benefits as per company policy.