Customer Support Executive – Voice & Chat (Blended Process)

Job Type: Full-Time

Work Mode: Fully Remote / Work From Home

Process: Blended – Voice & Chat

Experience: Freshers & Experienced Candidates

Employment Type: Permanent

Job Overview

We are looking for motivated and customer-focused Customer Support Executives to join our fully remote Voice & Chat Support Process.

The selected candidates will be responsible for assisting customers through inbound voice calls and online chat, resolving customer queries, providing accurate information, and ensuring a positive customer experience.

Key Responsibilities

- Handle customer queries through inbound voice calls and live chat.
- Provide accurate and timely solutions to customer questions and concerns.
- Understand customer requirements and identify the appropriate resolution.
- Maintain a professional, polite, and customer-focused approach during every interaction.
- Follow established process guidelines, scripts, policies, and quality standards.
- Document customer interactions and update relevant information in the CRM/system.
- Escalate complex or unresolved issues to the appropriate department.
- Maintain required productivity, quality, attendance, and customer satisfaction targets.
- Handle multiple chat conversations efficiently when assigned to the chat process.
- Protect customer information and follow all data-security and confidentiality requirements.
- Adapt between voice and chat support depending on business requirements.

Eligibility Criteria
- Minimum qualification: 12th Pass / Graduate.
- Freshers can apply; previous customer-service/BPO experience is an advantage.
- Good spoken English and professional communication skills.
- Good written English with proper grammar and sentence formation.
- Comfortable communicating with customers over phone and chat.
- Basic computer knowledge and familiarity with web applications.




- Ability to type accurately and efficiently.
- Comfortable working independently in a remote environment.
- Strong problem-solving and interpersonal skills.
- Willingness to work in rotational shifts, including night shifts, if required.

Work From Home Requirements

Candidates must have

- A reliable high-speed internet connection.
- A personal laptop/desktop meeting the company's system requirements.
- A functional headset with microphone.
- A quiet and professional workspace.
- Backup internet/power arrangements where required.
- A suitable environment for handling voice calls without excessive background noise.

Required Skills

Communication: Excellent verbal and written communication.

Customer Handling: Ability to understand customer concerns, remain calm, and provide appropriate solutions.

Typing & Computer Skills: Basic computer proficiency with good typing accuracy.

Problem Solving: Ability to analyze customer issues and provide effective resolutions.

Multitasking: Ability to switch efficiently between voice calls, chats, CRM systems, and other support tools.

Performance Parameters

Employees may be evaluated based on:

- Customer Satisfaction (CSAT)
- Quality Score
- Average Handling Time (AHT)
- First Contact Resolution (FCR)
- Chat Response Time
- Productivity
- Attendance and Adherence
- Process Compliance

What We Offer
- 100% Work From Home
- Full-time employment
- Structured training and onboarding
- Performance-based incentives, where applicable
- Career growth opportunities
- Supportive remote working environment
- Opportunity to develop professional communication and customer-service skills

Significant Note

This is a blended Voice + Chat process, so employees must be comfortable handling both voice calls and chat interactions as required by the business.

Location: Remote / Work From Home

Shift: Rotational / As per business requirement

Joining: Immediate / As per notice period

Pay: From ₹15,000.00 per month

Work Location: Remote

📌 Voice & Chat process ( Blended) (India)
🏢 Cybug Tech
📍 India