What are we looking for? • Strong understanding of customer needs and behaviours, with the ability to tailor written responses while remaining within approved processes and tone-of-voice guidance.
• Excellent written communication, grammar and comprehension skills, with the ability to produce explicit, concise, and customer-friendly responses.
• Ability to manage concurrent cases and digital conversations while maintaining accuracy, response quality and turnaround times.
• Strong problem-solving, prioritisation, time-management, and organisational skills in a high-volume service environment.

• Fluent written proficiency in the designated client service language: English.
• Working proficiency in spoken English for internal communication, training and collaboration.
• Any additional language requirement must be aligned to the supported customer market and client contract.
• The role operates within client-defined service windows and may include rotational shifts, weekends, public holidays and extended or non-standard business hours.
• Flexibility to work in a shift-based, client-aligned delivery model is a core requirement.
Roles and Responsibilities: • Execute day-to-day non-voice customer service activities in line with approved processes, service-level agreements, performance indicators and customer service values.
• Provide first- and second-line support through approved written and digital channels, including email, chat, web tickets, case queues and social media, where applicable.




• Act as a knowledgeable point of contact for key-account enquiries, using an understanding of customer requirements, processes and systems to provide accurate and timely written responses.
• Handle enquiries from external customers, consumers, internal business teams and authorised third parties.
• Own customer requests from receipt through resolution, maintain clear written communication, manage expectations and escalate risks to service levels or committed deadlines.
• Resolve escalated written issues proactively, coordinating with other teams where required and following up on activities that remain outstanding with assigned owners.
• Support account set-up, customer allocation, delivery queries, order processing, order fulfilment and sales-order tracking in accordance with approved procedures.
• Monitor supply constraints or service outages and take the required action for new and existing orders, including timely written customer communication and internal escalation.
• Manage complaints through to closure, identify recurring causes and provide structured feedback to support root-cause analysis and preventive action.
• Log, categorise, assign and track enquiries and customer requests from receipt to completion, ensuring data is complete and accurate in CRM, case-management, ERP and data-collection systems.
• Triage high-risk issues with potential financial, legal, regulatory or reputational impact and escalate them immediately through the defined governance route.

Any Graduation

📌 Customer Support Voice Requirements (India)
🏢 GK HR Consulting India Private
📍 India