About the role

You will be the person customers reach out to when something has already gone wrong. Most callers are frustrated, and some are angry. They are upset about the situation, not at you.

Your job is to calm the call, find the real issue, give accurate information and leave the customer with a clear next step. This is a demanding voice role with live-call pressure throughout the shift, and it suits people who want to do that kind of work well.

What you will do

- Handle inbound calls from upset customers about orders, deliveries, installations and repairs

- Listen fully, show empathy and take control of the conversation before moving to a solution

- Use multiple systems and knowledge articles while staying on the call with the customer

- Give accurate information, and verify when unsure rather than guess

- Resolve on the first call wherever possible, and close with a clear next step and timeline

- Document each interaction completely and accurately

- Work to quality, resolution and customer-satisfaction targets, and take feedback and coaching daily

What we are looking for

- 10+2 or above (Minimum 1 year experience in International Voice Process)

- Excellent Spoken English proficiency (you can hold a full conversation in English comfortably), with a clear, warm and professional voice

- Calm and steady under sustained pressure,



even when a customer is raising their voice

- Strong listening, and the ability to multi-task while talking

- Careful and accurate, willing to double-check before answering

- Takes ownership of a problem, and stays with a difficult call instead of passing it on quickly

- Learns fast, takes feedback well and applies it the next day

- Comfortable with night shifts (night shift only (rotational) —9-hour shift including 1 hour of break) and a structured, metric-driven environment

- Prior voice customer service, escalations, retention, technical support or collections experience is an advantage but not required

What we offer

- Full product and process training, structured coaching and a clear growth path for people who perform

- Highly competitive package with attractive advantages

- A knowledge base with the answers you need, which you are expected to use on every call — no one is asked to work from memory

- A team leader and a floor expert on every team for the difficult calls, plus a supervised period after training before you go fully live

- A career in escalation handling — a valuable and transferable skill

Pay: Up to ₹39,000.00 per month

Benefits:

- Commuter assistance
- Health insurance
- Life insurance
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Service (Voice) (Shillong)
🏢 [24]7.ai
📍 Shillong