Job Title: Voice Customer Service Executive

Department: Customer Service / Operations

Employment Type: Full-Time

Experience: 0

Location: PUNE

Shift: Rotational Shifts

Job Summary

We are looking for a friendly, customer-focused Voice Customer Service Executive to handle customer calls, resolve queries, provide accurate information, and ensure a positive customer experience. The ideal candidate should have excellent communication skills, a qualified telephone manner, and the ability to handle customers calmly and effectively.

Key Responsibilities

- Handle inbound and/or outbound customer calls professionally.
- Understand customer concerns and provide appropriate solutions.
- Resolve customer queries related to products, services, orders, accounts, or support.
- Maintain a polite, empathetic, and professional tone during every interaction.
- Provide accurate information about company products, policies, and procedures.
- Escalate complex or unresolved issues to the appropriate department.
- Record customer interactions, complaints, and resolutions accurately in the CRM/system.
- Follow call-handling procedures, quality standards, and company policies.
- Meet defined targets such as call quality, customer satisfaction, productivity, and response time.
- Follow up with customers when required to ensure proper resolution.
- Maintain confidentiality of customer and company information.





Requirements

- Minimum qualification: 12th pass / Graduate.
- 0–3 years of experience in customer service, BPO, call center, telecalling, or a related role.
- Excellent verbal communication skills in English and/or [required regional language].
- Good listening, problem-solving, and interpersonal skills.
- Comfortable handling customers over the phone.
- Basic computer knowledge and familiarity with CRM or ticketing systems.
- Ability to work under pressure and manage multiple customer interactions.
- Willingness to work in rotational shifts, weekends, or holidays if required.

Preferred Skills

- Customer-oriented attitude.
- Robust communication and active listening skills.
- Patience and ability to handle difficult customers.
- Good typing and documentation skills.
- Ability to understand and follow processes.
- Positive attitude and willingness to learn.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Call Quality
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Call/Case Productivity
- Attendance and Adherence
- Complaint Resolution Rate

What We Offer

- Competitive salary and incentives.
- Training and onboarding support.
- Career growth opportunities.
- Supportive and professional work environment.
- Employee benefits as per company policy.

📌 Top BPO's Hiring in Pune !
🏢 Kriti Dwivedi (Proprietor of Solitaire Global)
📍 Pune