About the Opportunity
A dynamic player in the customer experience and BPO sector across India, we partner with top-tier brands to deliver seamless, empathetic, and efficient voice-based support solutions. Our team powers mission-critical customer journeys—ranging from technical helpdesks to billing resolutions—by combining frontline agility with process excellence. We're scaling our on-site voice support teams to match rising global demand and need high-energy, service-driven professionals who thrive in fast-paced environments.
Role & Responsibilities
- Handle inbound/outbound voice calls with professionalism, accuracy, and empathy to resolve customer inquiries, complaints, or service requests.
- Adhere strictly to SOPs, scripts, and compliance protocols while maintaining brand tone and service SLAs.
- Log detailed call notes, escalate complex issues, and collaborate with internal teams to ensure timely resolution.
- Meet or exceed KPIs including first-call resolution, average handle time,
and customer satisfaction scores.
- Participate in ongoing training, coaching, and quality assurance reviews to enhance communication and problem-solving skills.
- Represent the brand ethically and positively at all times—even in high-pressure or emotionally charged conversations.
Skills & Qualifications
- Must-Have
- Fluent English speaking & listening
- Call center experience
- CRM tools
- Call handling
- Customer service
- Problem solving
- Compliance adherence
- KPI tracking
- Preferred
- Multi-lingual (Hindi, regional languages)
- BPO industry exposure
- Knowledge of ticketing systems
Benefits & Culture Highlights
- Structured career progression with performance-linked incentives.
- Supportive, inclusive, and high-energy team environment.
- In office flexibility with shift-based scheduling to suit your lifestyle.