Customer Associate / Senior Customer Associate Voice Process

Process: International US Telecom

Designation: Customer Associate / Senior Customer Associate

Job Location:Pune- Office-based (Work from Office)

Job Type: Full time

Work Schedule: 5 days a week with split week-offs.

Shift: Night shifts aligned with US time zones.

Roles and Responsibilities

- Handle inbound calls from US customers regarding telecom-related products and services.
- Understand customer queries, identify the underlying issues, and provide accurate and timely resolutions.
- Assist customers with billing enquiries, account-related queries, plan details, service requests, and basic troubleshooting, as applicable to the process.
- Communicate clearly, confidently, and professionally in English while maintaining a customer-centric approach.
- Demonstrate active listening, empathy, and effective call-handling skills to manage customer concerns and expectations.
- Educate customers on relevant service features, plans, and available options, wherever applicable.




- Handle customer objections and escalations professionally, following defined processes and escalation guidelines.
- Maintain accurate call records and ensure all customer interactions are documented in the relevant systems.
- Demonstrate ownership of customer issues and strive to resolve queries at the first point of contact wherever possible.
- Work night shifts aligned with US time zones, five days a week, with split week-offs, from the designated office location.

Eligibility Criteria

- Education: Graduates and undergraduates are eligible.
- Experience: Minimum 6 months of experience in an international BPO chat process.
- Domain: B2C international BPO experience with mandatory dual-chat handling experience.
- Preferred Experience: US telecom voice process experience will be an added advantage.
- Freshers: Not eligible.

Imeediate joiners only

Interested

Kindly contact- HR Tejas ((phone hidden))

📌 Customer Support Executive, Customer Support Representative (Pune)
🏢 Tech Mahindra
📍 Pune