Process Associate – Voice Support 287 views

Job Description

Join a critical and time-sensitive emergency support service that handles both inbound and outbound calls. Respond to incoming calls from customers, answer questions and enquiries, troubleshoot problems, provide information and liaison between teams to ensure quick response and resolution.

Roles & Responsibilities

  • Answer calls professionally and respond to customer enquiries and complaints
  • Explain procedures clearly and concisely while resolving issues and follow-up complicated customer calls where required
  • Be empathetic when dealing with customers
  • Efficiently follow through complaints and achieve customer satisfaction
  • Complete call notes and reports as necessary and update them in the CRM
  • Obtain and evaluate all relevant data to handle complaints and inquiries
  • Record details of comments, inquiries, complaints, and actions taken
  • Manage administration, communication and coordination with internal departments
  • Flexible and willing to work on shifts – 24/7 customer support
  • Other duties as assigned.

Qualifications required

  • Bachelor’s Degree in Computer science or any relevant science field
  • 1 to 2 years of experience in Customer Support or Multi-Lingual Campaigns
  • Quick learner with the ability to handle calls independently
  • Good working knowledge of MS Office tools
  • MS Excel – Advanced
  • MS PowerPoint – Basic
  • Multi-Lingual ability is a must
  • English: Excellent verbal and written communication skill
  • Hindi: Excellent verbal communication skill
  • Kannada: Excellent verbal communication skill
  • Any other Indian regional language knowledge is a nice to have

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