Non-IT Voice and Non Voice process –

Location: Hyderabad, Telangana

Job Type: Full-Time

Experience: Freshers

Job Responsibilities

- Data Entry & Management: Accurately input, update, and maintain customer, financial, or operational data into company databases, CRM systems, or internal tools with high precision.
- Email & Chat Support: Respond to customer queries, complaints, and requests received via email, live chat, or ticketing systems (e.g., Zendesk, Salesforce) within established Service Level Agreements (SLAs).
- Document Verification & Processing: Review incoming documents, forms, applications, or claims to ensure they meet compliance standards, company guidelines, and legal requirements.
- Back-Office Operations: Handle administrative workflows such as claims processing, invoice reconciliation, account setup, or order fulfillment.
- Quality & Error Auditing: Review completed processes or transactions to identify discrepancies, correct errors, and ensure adherence to quality benchmarks.
- Reporting & Documentation: Compile daily, weekly, or monthly production reports detailing processing volumes, turnaround times, and pending tasks for management review.

1. Voice Process (Customer Service, Support & Collections)

Voice roles involve direct verbal communication with customers over telephone channels to resolve issues, provide information, or handle transactions.
- Inbound/Outbound Customer Support: Handle customer calls professionally, addressing inquiries, resolving complaints, and providing accurate information regarding products, services, or policies.
- Issue Resolution & Troubleshooting: Listen actively to customer problems, diagnose root causes, and guide callers through step-by-step solutions or escalate complex issues to senior teams.
- Order Processing & Account Management: Assist customers with placing orders, processing upgrades or cancellations, and updating account details securely over the phone.
- Telemarketing & Lead Generation (if applicable): Reach out to prospective or existing clients to promote new products, pitch services, or upsell offerings based on customer needs.
- Collections & Billing Support (if applicable): Contact customers regarding overdue accounts, negotiate payment arrangements or settlements professionally, and maintain financial recovery targets.
- Adherence to Metrics: Maintain performance benchmarks such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.

Common Shared Responsibilities
- Process Compliance: Strictly adhere to data privacy regulations, company security protocols, and standard operating procedures (SOPs).
- Cross-Functional Collaboration: Coordinate with internal departments (such as IT support, billing, or senior management)



to resolve escalated customer or operational bottlenecks.
- Continuous Training: Attend product refreshers, compliance updates, and skill-enhancement workshops to stay aligned with organizational goals.

Required Skills
- Written Communication: Excellent written English (and/or regional languages), ensuring clarity, correct grammar, professional tone, and empathy in emails or chats.

1. Voice Process: Required Skills

Voice roles require strong verbal communication, active listening, and composure under pressure.
- Verbal Communication & Fluency: Clear speaking voice, good pronunciation, and strong command of the required language (English and/or local languages), devoid of heavy slang.
- Active Listening: Ability to listen carefully to customer problems without interrupting, grasp root concerns quickly, and summarize issues back to the caller.
- Customer-Centric & Empathetic Attitude: Patience and emotional intelligence to handle frustrated or irate customers calmly and professionally.
- Problem-Solving & Decision Making: Quick thinking to troubleshoot issues or navigate company policies to find appropriate solutions within guidelines.
- Call Control & Time Management: Ability to steer a conversation productively while keeping within targets like Average Handling Time (AHT).
- Multitasking: Seamlessly talking to customers while navigating software screens, looking up knowledge bases, and typing notes simultaneously.

1. Core Common Skills (Both Processes)

- Basic Computer Literacy: Comfortable using web browsers, switching between multiple applications, and navigating dual screens.
- Adaptability & Trainability: Willingness to learn new processes, product updates, and software tools quickly during training periods.
- Compliance & Integrity: Strict adherence to data privacy, confidentiality, and company security protocols (e.g., handling sensitive personal or financial information).
- Typing Speed & Accuracy: High words-per-minute (WPM) typing speed with minimal error rates (typically 35–45+ WPM with 95%+ accuracy).
- Data Comprehension & Entry: Ability to read, interpret, and accurately input data from various formats into CRMs or internal databases.
- Attention to Detail: Meticulous eye for spotting errors, discrepancies in documents, or compliance risks during data or form processing.
- Basic Software & Tool Proficiency: Comfort with MS Office (Excel, Word),



Google Workspace, and ticketing/CRM software (e.g., Zendesk, Freshdesk, Salesforce).
- Time Management: Ability to manage a queue of tickets or tasks efficiently to meet strict Service Level Agreements (SLAs).

Preferred Skills
- 1. Preferred Skills: Non-Voice Process (Back-Office & Operations)

Candidates with these additional strengths are often preferred for complex data operations, financial back-office, or chat/email escalation desks:
- Advanced Excel & Data Tools: Familiarity with VLOOKUP, pivot tables, basic formulas, or data visualization tools (like Power BI) for reporting and data reconciliation.
- Domain-Specific Knowledge: Prior exposure or certification in specific domains like Medical Coding/Billing, Insurance Claims Processing, Banking Operations, or KYC/AML compliance.
- Multilingual Proficiency: Ability to read, write, and process content or tickets in multiple languages (e.g., regional Indian languages or international languages like French/German, depending on the client).
- Speed & Accuracy Buffers: Typing speeds exceeding 50–60 WPM with near-zero error rates, allowing them to handle high-volume ticket queues effortlessly.
- Ticketing & CRM Certifications: Prior hands-on experience or certifications in enterprise tools like advanced Salesforce Service Cloud, ServiceNow, or Zendesk administration.

1. Preferred Skills: Voice Process (Customer Support & Sales)

Preferred traits in voice roles usually separate basic tier-1 support from premium international accounts, technical support, or high-value sales/retention teams:
- Neutral Accent & Pronunciation: A polished, easily understandable accent with strong vocabulary, making them ideal for international voice processes (US, UK, or Australian shifts).
- De-escalation & Negotiation Expertise: Proven ability to handle extreme escalations, retain canceling customers (retention/churn reduction), or successfully close sales pitches.
- Technical Troubleshooting Aptitude: Basic technical know-how to guide customers through software bugs, app installations, network settings, or hardware issues.
- Multi-Channel Agility: Comfort blending voice calls with live chat or email support (blended processes) depending on live queue volumes.
- High Emotional Quotient (EQ): Exceptional resilience and patience to deal with continuous inbound calls without burnout, maintaining high Customer Satisfaction (CSAT) scores consistently.

Qualification
- Any Degree.

Salary & Benefits
- Salary: As per experience and interview.
- Location: Hyderabad, Telangana.
- Employment: Full time.
- Other benefits will be discussed during the interview.

Pay: ₹180,000.00 - ₹240,000.00 per year

Work Location: In person

📌 Non-IT Voice and Non Voice process (Hyderabad)
🏢 GlobalOneServices
📍 Hyderabad