Job Description

Key Responsibilities:

Voice Support (Inbound/Outbound):
- Answer customer calls promptly and professionally.
- Resolve queries related to products, services, or orders.
- Provide product/service information clearly and accurately.

Non-Voice Support (Email/Chat):
- Respond to customer queries via email, live chat, or CRM systems.
- Handle complaints, process orders, and update customer records.
- Ensure timely and accurate responses to customer concerns.

Customer Relationship Management:
- Maintain a positive, empathetic, and professional tone in all interactions.
- Follow up with customers to ensure resolution and satisfaction.
- Build solid rapport with customers to promote brand loyalty.

Process & Quality Adherence:
- Log all customer interactions accurately in CRM tools.




- Follow SOPs and quality guidelines.
- Meet or exceed performance metrics such as CSAT, AHT, FCR, and TAT.

Required Qualifications:
- Education:
- 12th Pass or Graduate in any stream.
- Experience:
- 0–2 years in BPO/KPO/customer service (voice or blended process).
- Freshers with good communication skills are encouraged to apply.
- Skills:
- Strong verbal and written English communication.
- Typing speed of 30+ WPM with accuracy.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Familiarity with CRM tools (preferred).

📌 Blended Process (Mumbai)
🏢 Capita
📍 Mumbai