Job Description: Voice Customer Support Executive

We are looking for a detail-oriented Voice Customer Support Executive to manage customer queries and service requests received through voice & other support channels. The role requires solid communication, problem-solving ability, and a customer-first mindset to ensure timely and accurate resolution of customer concerns.
Key Responsibilities
Handle customer queries, complaints, and service requests received through webforms, email, and other voice channels.
Review customer concerns carefully and provide clear, accurate, and qualified responses.
Ensure all tickets and requests are acknowledged and resolved within defined turnaround time.
Coordinate with internal teams for issue resolution and follow up until closure.
Maintain accurate records of customer interactions, resolutions, and escalations in the system.
Identify recurring customer issues and highlight trends to the team lead or supervisor.
Follow process guidelines, quality standards, and compliance requirements while handling cases.
Escalate complex or unresolved issues to the appropriate team as per defined process.




Support customer satisfaction by delivering timely and effective service.

Required Qualifications
Fresher & 1 to 3 years of experience in voice customer support, customer service, or web-based support operations.
Graduate in any discipline; additional certification in customer service is an advantage.
Strong English communication skills with good grammar and clarity.
Ability to understand customer concerns and provide appropriate resolutions.
Basic knowledge of CRM tools, ticketing systems, and MS Office applications.
Strong attention to detail and ability to manage multiple cases simultaneously.
Willingness to work in rotational shifts, if required.

Preferred Skills
Ability to draft professional and empathetic responses.
Strong analytical and problem-solving skills.
Good time management and prioritization ability.
Customer-focused attitude with a process-driven approach.
Ability to work independently as well as in a team setting.
Customer issue resolution
Attention to detail
Process adherence
Multitasking
Collaboration

📌 Voice Process Executive Kolkata
🏢 Capgemini
📍 Kolkata