The ideal candidate possesses excellent communication skills, solid 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 fast-paced environment.

▪ Strong organizational and time-management skills.

▪ Basic computer proficiency and ability to navigate multiple systems simultaneously.

▪ Ability to work flexible schedules, including weekends and holidays as required.

Qualifications & Experience

▪ Must successfully pass a background check

▪ High school diploma or equivalent required

▪ Minimum 6 months of experience in an International Voice Process or

Customer Service setting.

▪ Prior BPO or contact center experience is preferred.

Apply now by sharing your resume to [email protected] (OR) ( 91) (phone hidden)

NOTE: IntouchCX does not charge fees for recruitment, interviews, training, or onboarding. We will never ask for payment, or request financial or banking information during the recruitment process. We communicate only through official IntouchCX channels. If you receive a suspicious job offer or posting from anyone claiming to represent IntouchCX or be an IntouchCX employee, please report it immediately through our official website for review and verification.

Pay: ₹250,000.00 - ₹400,000.00 per year

Benefits

- Health insurance
- Provident Fund

Work Location: In person

📌 International voice Process- Experienced only (Hyderabad)
🏢 IntouchCX
📍 Hyderabad