problem-solving abilities, and a passion for helping customers.

Key Responsibilities

The role of the Customer Service Associate (CSA) - Voice, will be responsible

for:
Handle customer interactions through inbound and outbound voice

calls.

Understand customer concerns, diagnose issues, and provide timely

and effective resolutions.

Deliver a high-quality customer experience by demonstrating

professionalism, empathy, and active listening.

Build rapport with customers and establish trust through effective

communication.

Manage customer expectations regarding issue resolution and

follow-up timelines.

Accurately document customer interactions and actions taken

within internal systems.

Maintain compliance with company policies, procedures, and quality

standards.

Support customer retention and satisfaction by providing

exceptional service during every interaction.

Essential Functions

▪ Deliver outstanding customer service while maintaining professionalism

and courtesy.

▪ Gather, verify, and analyze customer information to identify appropriate

solutions.





▪ Demonstrate sound judgment and decision-making skills when

resolving customer concerns.

▪ Learn and adapt quickly to new products, services, tools, and processes.

▪ Maintain thorough knowledge of company systems and operational

procedures.

▪ Meet or exceed performance metrics, including Quality, Customer

Satisfaction (CSAT), Productivity, and Adherence targets.

▪ Participate in team meetings, coaching sessions, and training

programs.

▪ Perform additional duties and responsibilities as assigned.

Required Skills & Competencies

▪ Excellent verbal and written communication skills in English.

▪ Strong customer service orientation with the ability to build rapport

quickly.

▪ High emotional intelligence and the ability to remain calm under

pressure.

▪ Strong listening, probing, and problem-solving skills.

▪ Ability to multitask and work effectively in a quick-paced environment.

▪ Strong or

📌 International Voice Process- Experienced Only (Hyderabad)
🏢 IntouchCX
📍 Hyderabad