Job Purpose: To deliver high-quality customer support by handling inbound and outbound interactions,
ensuring seamless communication, accurate information dissemination, and superior customer
experience aligned with service standards.
Key Responsibilities:
Handle inbound and outbound calls efficiently and professionally.
Address customer queries, complaints, and service requests with accuracy and
empathy.
Provide product, order, and service-related information to customers.
Ensure first call resolution (FCR) wherever possible.
Maintain proper call documentation and NXSA tool, CRM updates for every
interaction.
Follow defined SOPs, call scripts (Verbiages), and compliance guidelines.
Escalate complex issues to relevant teams within defined TAT.
Meet and exceed defined KPIs such as:
Call Quality Scores
Average Handling Time (AHT)
Customer Satisfaction (CSAT)
First Call Resolution (FCR)
Maintain professional tone and behaviour across all interactions.
Minimum 2 years of experience in a call centre / customer support role
Skills & Competencies: Communication Skills
Strong verbal communication skills with clarity and confidence
Ability to communicate with a neutral accent across languages
Active listening and problem-solving ability
Language Proficiency (mandatory)
English
Hindi
Bengali
Oriya
Gujarati
Behavioural Expectations:
Customer-first mindset with high service orientation
Ability to work in a rapid-paced, target-driven environment
Robust team collaboration and adaptability
High level of professionalism, discipline, and accountability
Work Setting:
6-day working (rotational shifts, if applicable)
Ability to handle high call volumes
Comfortable working in a structured call centre environment