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.
- Robust customer-handling and problem-solving skills.
- Experience in handling escalations and complex customer queries.
- Good 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