Role & responsibilities

The Customer Service Advisor is the voice of the brand. The Advisor handles customer calls, resolves queries and complaints accurately on the first contact wherever possible, and delivers a consistent, positive customer experience while following process, quality and compliance guidelines

Preferred candidate profile

Key Responsibilities:

• Handle inbound and outbound customer calls professionally and courteously

• Understand the customers query, probe effectively and provide accurate resolution in line with process guidelines • Resolve queries on the first call wherever possible; escalate unresolved issues to the SME / Team Leader as per the escalation matrix

• Accurately document every interaction in the CRM with correct dispositions and notes





• Follow call scripts, opening/closing protocols and mandatory compliance statements (e.g. identity verification)

• Handle irate or dissatisfied customers calmly and work towards de-escalation

• Meet individual targets on quality, handle time, CSAT and productivity • Adhere to the shift schedule, break schedule and login requirements • Stay updated on process changes through huddles, emails and knowledge base updates

• Maintain strict confidentiality of customer data; follow clean-desk and information security policies

📌 Customer Support Executive, International voice (Hyderabad)
🏢 Live Connections
📍 Hyderabad