Role & responsibilities

- Provide floor support and process guidance to Customer Service Associates.

- Handle complex and escalated voice customer queries professionally.

- Assist agents in resolving customer concerns and improving customer satisfaction.

- Ensure adherence to quality, productivity, and process standards.

- Support the team in handling difficult or irate customers effectively.

- Identify recurring issues and share process improvement suggestions.

- Ensure accurate documentation and timely escalation of customer concerns.

- Guide team members on process updates, policies, and best practices.

Preferred candidate profile

- Minimum 1 year of relevant Voice Process/Customer Service experience is mandatory.

- Excellent verbal communication skills in English.

- Strong customer-handling and problem-solving skills.

- Experience in handling escalations and complex customer queries.

- Positive process knowledge with the ability to guide and support team members.

- Professional, positive, and customer-focused attitude.

- Comfortable working in rotational shifts, including night shifts.

- Candidates with prior SME/Floor Support experience will be preferred.

📌 Walk-in || Subject Matter Expert (Bhopal)
🏢 Hexaware Technologies
📍 Bhopal