Job DescriptionPosition

Process Associate - Customer Support (US Voice Process)

Department

BPO Operations

Employment Type

Full-Time

Reporting To

Process Manager / Team Lead

About Hutah Technologies

Hutah Technologies is a technology and business process solutions company delivering high-quality voice and non-voice support services to global clients. We are committed to operational excellence, customer satisfaction, and continuous process improvement.

Position Summary

Key Responsibilities

- Handle inbound and outbound customer calls professionally and efficiently.
- Understand customer concerns and provide accurate resolutions within defined timelines.
- Deliver excellent customer service while maintaining professionalism and empathy.
- Update and maintain customer records accurately in CRM systems.
- Follow client-specific processes, scripts, and compliance requirements.
- Escalate unresolved or complex issues to the appropriate support teams.
- Meet and exceed process performance metrics and quality standards.
- Ensure adherence to work schedules, attendance policies, and productivity targets.
- Maintain confidentiality of customer information and company data.
- Participate in training sessions, team meetings, and process improvement initiatives.

Required Qualifications





- Graduation in any discipline (preferred).
- Excellent verbal and written communication skills in English.
- Robust customer service and interpersonal skills.
- Basic computer knowledge and typing skills.
- Ability to multitask and work in a fast-paced environment.
- Willingness to work in US shifts/night shifts.

Preferred Skills

- Prior experience in an International Voice Process or BPO environment.
- Strong listening, negotiation, and problem-solving abilities.
- Ability to handle challenging customer interactions professionally.

Key Performance Indicators (KPIs)

- Customer Satisfaction Score (CSAT)
- Average Handle Time (AHT)
- First Call Resolution (FCR)
- Quality Assurance (QA) Score
- Productivity and Adherence
- Attendance and Punctuality

Compensation & Benefits

- Market-competitive salary package.
- Performance-based incentives.
- Training and skill development programs.
- Career growth opportunities within the organization.
- Employee recognition and reward programs.

Work Schedule

- US Shift / Night Shift
- 5 Days Working (as per business requirements)
- Rotational Week Offs

Equal Opportunity Employer

Work Location: In person

📌 Process Associate - Customer Support (Us Voice Process) (Hyderabad)
🏢 Hutah AI
📍 Hyderabad