Company Description HR TEAM is a professional services organization focused on delivering reliable, people-centered business solutions to clients across industries. The company provides structured support for hiring, training, and managing talent, helping organizations improve efficiency and service quality.

HR TEAM emphasizes clear communication, process-driven operations, and continuous improvement in all its services. Team members work in a collaborative environment that values integrity, accountability, and professional development. The organization is committed to creating inclusive workplaces and supporting long-term career growth for its staff.

Role Description The Voice Process & Escalation Specialist is a full time, on-site role based in Bengaluru. The specialist will handle inbound and outbound calls, respond to customer queries, and provide clear, accurate information in a professional manner.

Daily responsibilities include documenting interactions, analyzing issues, and escalating complex or unresolved cases to the appropriate teams while ensuring timely follow-up. The role involves maintaining service quality, adhering to process guidelines,



and contributing to continuous improvement of voice and escalation workflows. The specialist will also support training and knowledge-sharing activities within the team to enhance overall performance and customer satisfaction.

Qualifications

- Strong Customer Service and Communication skills, with the ability to handle calls and escalations professionally and empathetically.
- Analytical Skills and Business Process Improvement abilities to assess issues, identify patterns, and suggest practical enhancements to workflows.
- Training and coaching capabilities to support knowledge transfer, help new team members, and reinforce best practices.
- Ability to work on-site in Bengaluru, manage time effectively, and maintain accuracy in call logging and case documentation.
- Proficiency in English and local languages as applicable; familiarity with call center tools or CRM systems is an advantage.
- Prior experience in voice process, escalation handling, or customer support is preferred; graduation in any discipline is beneficial.
- Commitment to gender-neutral, inclusive, and non-discriminatory communication and workplace behavior.

📌 Voice Process &Escalation Specialists (Bengaluru)
🏢 Hr Team
📍 Bengaluru