Job Code: 425831
Location: Hyderabad
Experience: International Voice Process experience mandatory
Salary: Up to ₹7 LPA
Education: Graduation mandatory
Joining: Immediate joiners only
Shift: Rotational shifts, including night shifts (mandatory)

Job Overview

We are looking for customer-focused professionals with excellent English communication skills and experience in international voice processes. The role involves providing customer support for SaaS software and technology products, resolving technical and account-related queries, and identifying opportunities for cross-selling, upselling, and customer retention.

Key Responsibilities

- Handle international customer queries through voice and chat channels.

- Resolve customer issues effectively, aiming for first-call resolution.

- Assist customers with subscriptions, billing, cancellations, refunds, invoices, and account access.

- Support software installation, activation, downloads, password recovery, and device-related issues.

- Troubleshoot basic technical issues across Windows, iOS, Android, and macOS platforms.

- Understand customer needs and recommend relevant upgrades, add-ons, and complementary products.

- Achieve cross-selling, upselling, customer satisfaction, and operational performance targets.

- Document customer interactions accurately in CRM systems and follow up on open cases within 24 hours.

- Diagnose customer problems through active listening, targeted questions, and root-cause analysis.

- Handle escalations professionally while maintaining empathy and a customer-first approach.

- Follow established processes, policies, and quality standards.

- Report recurring issues, customer feedback,



and product improvement opportunities to supervisors.

- Stay updated on software features, product knowledge, and troubleshooting procedures.

Required Skills

- Mandatory experience in an international voice process.

- Excellent spoken and written English communication.

- English proficiency of at least B2 under the CEFR framework; C1 is preferred.

- Experience in cross-selling and upselling in a customer service environment.

- Solid troubleshooting, analytical, and problem-solving skills.

- Good customer service and relationship management skills.

- Ability to explain technical information clearly and professionally.

- Experience with customer handling, escalation management, and CRM documentation.

- Customer retention and consultative selling skills.

- Basic knowledge of SaaS products and software applications is preferred.

- Exposure to Windows, iOS, Android, and macOS troubleshooting is an advantage.

Education and Experience

- Graduation is mandatory.

- International voice process experience is compulsory.

- Relevant experience in customer support, technical support, or sales-oriented customer service is preferred.

- Candidates with experience in software subscriptions, billing support, and technology products will be preferred.

Mandatory Eligibility Criteria

- Must be an immediate joiner.

- Must have international voice process experience.

- Must possess excellent English communication skills.

- Must be willing to work rotational shifts, including night shifts.

- Must be willing to work from the Hyderabad location.

- Salary expectations must be within ₹7 LPA.

Interested candidates who meet all mandatory requirements are encouraged to apply.

📌 International Customer Support Executive - Process (Hyderabad)
🏢 Gratitude
📍 Hyderabad