: Customer Support Executive – Voice Process

Company: Tech Mahindra

Department: Customer Support / Customer Experience

Job Title: Customer Support Executive – Voice Process

Location: Noida, Uttar Pradesh

Experience: 0–2 Years (Freshers Can Apply)

Industry: IT Services / Business Process Management (BPM)

Job Summary The Customer Support Executive – Voice Process is responsible for handling customer calls, understanding customer concerns, providing accurate information, and resolving queries efficiently. The role involves managing inbound and/or outbound calls, maintaining customer records, coordinating with relevant departments, and ensuring a positive customer experience while meeting assigned quality, productivity, and customer satisfaction targets.

Key Responsibilities

- Handle inbound and outbound customer calls according to business requirements.
- Listen carefully to customer concerns and provide appropriate solutions.
- Explain products, services, policies, and processes clearly and professionally.
- Resolve customer queries and complaints within the defined service timelines.
- Record customer interactions, complaints, and resolutions accurately in the CRM system.
- Escalate complex or unresolved issues to the appropriate department or supervisor.
- Maintain professional communication and follow proper call-handling etiquette.
- Achieve assigned targets for call quality, productivity, resolution time, and customer satisfaction.
- Follow company policies, standard operating procedures, and client-specific guidelines.
- Maintain customer confidentiality and protect sensitive information.




- Coordinate with internal teams to ensure timely resolution of customer issues.
- Provide a consistent, courteous, and customer-focused service experience.

Candidate Requirements
- Graduate or undergraduate candidates may apply, depending on the process requirements.
- Freshers and candidates with 0–2 years of experience in customer service, telecalling, or call-center operations are eligible.
- Good verbal communication and active listening skills.
- Basic computer knowledge and typing proficiency.
- Strong customer-handling and problem-solving abilities.
- Ability to remain calm and professional while handling difficult customers.
- Customer-focused attitude and willingness to work in a target-oriented setting.
- Willingness to work rotational shifts, including night shifts or weekends, if required.
- Willingness to work on-site at the Noida location.

Required Skills
- Voice Process and Call Handling
- Customer Support and Customer Service
- Verbal Communication Skills
- Active Listening
- Query Resolution and Complaint Handling
- Problem-Solving Skills
- Customer Relationship Management (CRM)
- Customer Satisfaction and Retention
- Basic Computer Knowledge and Typing
- Call Documentation and Data Entry
- Time Management and Multitasking
- Professional Communication and Team Coordination

Key Objective To deliver efficient and high-quality customer support by handling calls professionally, resolving customer issues, maintaining accurate records, and achieving customer satisfaction and operational performance targets in accordance with Tech Mahindra's service standards.

Pay: ₹300,000.00 - ₹400,000.00 per year

Work Location: In person

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