BENGALURU · FULLTIME
Voice Support Executive
Manning Consulting
Bengaluru · onsite · Posted 3d ago
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Section · 01
About this role
- Job Title: L1 Voice Support Analyst Payments
Roles & Responsibilities: - Handle inbound customer calls and emails related to banking and payment-related queries.
- Provide first-level (L1) technical and operational support for payment issues.
- Understand customer concerns, perform initial troubleshooting, and resolve routine issues by following Standard Operating Procedures (SOPs).
- Create, update, and maintain support tickets in the case management system.
- Monitor open tickets and provide timely status updates and follow-ups.
- Identify issues requiring further investigation and escalate them to L2/L3 support teams with complete documentation.
- Maintain accurate records of customer interactions, troubleshooting steps, resolutions, and escalations.
- Ensure professional communication and a positive customer experience.
- Meet defined Service Level Agreements (SLAs) and performance metrics, including Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
- Follow banking data confidentiality, security policies, and applicable compliance requirements.
- Coordinate with internal teams to ensure timely resolution of payment-related issues.
- Work rotational shifts aligned with Canadian business hours.
- Required Skills:
- 1–8 years of experience in voice-based customer support/BPO.
- Excellent English communication skills.
- Knowledge of banking, payments, EFT, wire transfers, ACH, or bill payments is preferred.
- Familiarity with ticketing tools such as ServiceNow, Salesforce, or Zendesk is an advantage.
- Strong customer service, active listening, problem-solving, and multitasking skills.
- Graduate in any discipline.
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Section · 02
Skills
Section · Company
About Manning Consulting
Manning Consulting
11-50
employees
2008
18 years old
New Delhi, Delhi
India
₹4.5L PA avg
Avg at Manning Consulting
₹5L – ₹11L PA
This role
About
"Welcome To MANNING CONSULTING".
Manning is a recruitment firm excelling in providing high-skilled and qualified professionals. Our service is designed to make your business more successful by ensuring that you have the very best people on the board to make that happen. We bring a unique, flexible and quite an unbeatable solution to your staffing requirement. Having worked with diverse industry segments and addressing staffing needs across management functions/level. We firmly believe in devoting quality time towards our clients in understanding their requirement and dedicating our entire resources towards fulfilling our commitments.
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Employee ratings
10 reviews
Culture
3.0
Career growth
3.1
Work-life
3.3
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