Customer Support Executive (Exp: 2-3 years) (Voice and Chat)

Company: Novetum Private Limited

Openings: 4

Job type: Full-time, paid

Experience: 2–3 years in a BPO or customer support role

Location: Novetum Private Limited office, Hi-Tech City, Hyderabad, Telangana, India (on-site)

About the Role

Novetum Private Limited is hiring four experienced Customer Support Executives for its Gulf Emirates BPO project. You will support customers in the Gulf region over phone and chat, resolve complex queries independently and help newer team members settle into the process. This is a key role in a growing team, and it suits professionals who enjoy solving customer problems and sharing what they know.

Key Responsibilities

- Handle inbound and outbound calls and live chats with customers in a professional, empathetic and courteous manner.
- Understand customer needs, ask the right questions and resolve issues at first contact wherever possible.
- Hold structured conversations of 7–10 minutes or more while keeping the customer engaged and the call on track.
- Manage escalated and complex cases independently, and use the defined escalation matrix only when required.
- Meet targets for quality score, average handling time, first contact resolution, productivity and customer satisfaction.
- Log every interaction accurately and update customer records in the CRM or ticketing system.
- Guide new joiners and freshers through floor support, buddy sessions and knowledge sharing.
- Suggest improvements to processes, scripts and knowledge base articles.
- Follow process guidelines and client data-security and confidentiality policies.
- Maintain valuable attendance and adhere to the shift schedule.

Required Qualifications and Skills

- 2–3 years of experience in a BPO,



call centre or customer support role, preferably in an international voice or chat process.
- Proven record of meeting quality, productivity and customer satisfaction targets.
- Excellent spoken and written English, with clear grammar and pronunciation.
- Ability to hold a confident, well-structured conversation for at least 7–10 minutes.
- Experience handling escalations, upset customers and complex queries.
- Working knowledge of CRM tools, ticketing systems and dialer or chat platforms.
- Understanding of process metrics such as average handling time, first contact resolution, customer satisfaction score and quality score.
- Proficiency in MS Word and MS Excel, and comfort working with Windows applications.
- Good typing speed and accuracy, with the ability to multitask between chat windows and systems.
- Strong problem-solving, active listening and decision-making skills.
- Willingness to follow the assigned shift schedule, including weekends where the process requires.

Educational Qualification A graduation is preferred.

Good to Have (Not Mandatory)

Experience with the tools used in this project will be an added advantage. These include Dialer (UXI Webfone), i-Cabbi software, VoIP, i-Cloud Server, PBX, Inbound Router, Chat Admin, Chatbots and Admin Access. Prior exposure to any of these is welcome, but it is not required to apply.

What We Offer

- Competitive compensation based on experience and performance.
- A clear growth path to Senior Executive, Subject Matter Expert and Team Lead roles.
- The chance to be part of the core team on a new international process.
- A supportive, learning-oriented work environment.

How to Apply

Please apply through LinkedIn with your updated resume. We will contact shortlisted candidates.

📌 Customer Support Executive (Exp: 2-3 years) (Voice and Chat)
🏢 Novetum
📍 Hyderabad