Job DescriptionPosition

Process Associate - Customer Support (US Voice Process)

Department

BPO Operations

Employment Type

Full time

Reporting To

Process Manager / Team Lead

About Hutah Technologies

Hutah Technologies is a technology and business process solutions company delivering high-quality voice and non-voice support services to global clients. We are committed to operational excellence, customer satisfaction, and continuous process improvement.

Position Summary

Key Responsibilities
Handle inbound and outbound customer calls professionally and efficiently.
Understand customer concerns and provide accurate resolutions within defined timelines.
Deliver excellent customer service while maintaining professionalism and empathy.
Update and maintain customer records accurately in CRM systems.
Follow client-specific processes, scripts, and compliance requirements.
Escalate unresolved or complex issues to the appropriate support teams.
Meet and exceed process performance metrics and quality standards.
Ensure adherence to work schedules,



attendance policies, and productivity targets.
Maintain confidentiality of customer information and company data.
Participate in training sessions, team meetings, and process improvement initiatives.

Required Qualifications
Graduation in any discipline (preferred).
Excellent verbal and written communication skills in English.
Strong customer service and interpersonal skills.
Basic computer knowledge and typing skills.
Ability to multitask and work in a fast-paced workplace.
Willingness to work in US shifts/night shifts.

Preferred Skills
Prior experience in an International Voice Process or BPO workplace.
Strong listening, negotiation, and problem-solving abilities.
Ability to handle challenging customer interactions professionally.

Key Performance Indicators (KPIs)
Customer Satisfaction Score (CSAT)
Average Handle Time (AHT)
First Call Resolution (FCR)
Quality Assurance (QA)

📌 Process Associate Hyderabad (India)
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