We are hiring Customer Service Executives for a domestic inbound voice process for our client. The role involves handling incoming customer calls, resolving customer queries, providing appropriate service information, and identifying opportunities to upsell relevant products or services and Upselling Process.

Key Responsibilities

Handle inbound customer calls professionally and efficiently.

Assist customers with queries related to Banking Process.

Understand customer concerns and provide appropriate resolutions and cross selling,

Maintain accurate call documentation and follow process guidelines.

Meet defined quality, productivity, AHT and customer satisfaction targets.

Maintain qualified communication throughout the customer interaction.

Candidate Profile

Good English communication skills.

Comfortable handling customers over the phone.

Good listening and problem-solving skills.

Basic computer and internet knowledge.

Ability to understand and explain product-related information.

Customer-service orientation with a positive attitude.

Ability to work in a target-driven environment.

Willingness to work in rotational shifts, if applicable.

Skills Required

Domestic Voice Process

Customer Service

Inbound Calling

Voice Support

Customer Query Resolution

Computer Knowledge

English Communication

Problem Solving

Key Performance Indicators





Average Handling Time (AHT)

Customer Satisfaction (CSAT)

First Call Resolution (FCR)

Quality Score

Attendance & Adherence

Productivity

Mandatory:

Good English comprehension

Basic computer knowledge

Good typing speed

Attention to detail

Cricket knowledge

Willingness to work rotational shifts

Eligibility

Education: Any Graduate

Experience: Freshers And Experience

Salary: 15,500 per month for freshers, up to Rs18,000 per month for candidates with relevant experience.

Work Details

After training, employees will work in rotational shifts:

Female employees: Shift window from 8:00 AM to 8:00 PM

Male employees: Rotational shifts as per business requirements

The role follows a 6-day working schedule with one rotational day off.

Cab facility: Not provided during general shifts. Cab transportation is available only for employees working during odd hours.

Documents Required

Candidates should have the following documents available:

Education Documents

Aadhaar Card

PAN Card

Educational Certificates / Marks Memos

Previous Employment Documents

Offer Letter

Previous Organization Pay Slips

Relieving / Experience Letter

Interview Process

HR Round

Operations Round

Contact person: HR Ashwini @ (phone hidden)

📌 Domestic Customer Service Executive (Gurgaon) (Gurugram)
🏢 Shell Infotech
📍 Gurugram