Customer Service Associate

IntouchCX; Hyderabad; On-site; INR 250,000 - 420,000; Full time

Benefits offered by this job

Two-way cab facility

Job summary

IntouchCX is seeking a Customer Service Associate (Voice) in Hyderabad to handle inbound/outbound calls, diagnose issues, and deliver timely resolutions. The role emphasizes English communication, customer-centric service, and the ability to work in a fast-paced environment with rotational US shifts.

Ideal candidates will have strong communication, problem-solving, and multitasking skills, plus comfort with multiple systems and flexible schedules, including weekends and holidays.

Qualifications

• Excellent verbal and written communication in English.
• Strong customer service orientation and rapport-building.
• High emotional intelligence and ability to stay calm under pressure.
• Strong listening, probing, and problem-solving skills.
• Ability to multitask and work in a fast-paced environment.
• Strong organizational and time-management skills.
• Basic computer proficiency and ability to navigate multiple systems.
• Willingness to work flexible schedules, including weekends and holidays.

Responsibilities

• Handle customer interactions through inbound and outbound voice calls.
• Understand customer concerns, diagnose issues, and provide timely and effective resolutions.
• Manage customer expectations regarding issue resolution and follow-up timelines.
• Maintain compliance with company policies, procedures, and quality standards.
• Support customer retention and satisfaction by providing exceptional service during every interaction.

Skills

Verbal communication

Written communication

Customer service orientation

Emotional intelligence

Listening skills

Problem-solving

Multitasking

Time management

Computer literacy

Job description

The role of the Customer Service Associate (CSA) - Voice, will be responsible for:

• Handle customer interactions through inbound and outbound voice calls.
• Understand customer concerns, diagnose issues, and provide timely and effective resolutions.
• Manage customer expectations regarding issue resolution and follow-up timelines.
• Maintain compliance with company policies, procedures, and quality standards.
• Support customer retention and satisfaction by providing exceptional service during every interaction.

• Excellent verbal and written communication skills in English.
• Strong customer service orientation with the ability to build rapport quickly.
• High emotional intelligence and the ability to remain calm under pressure.
• Strong listening, probing, and problem-solving skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong organizational and time-management skills.
• Basic computer proficiency and ability to navigate multiple systems simultaneously.
• Ability to work flexible schedules, including weekends and holidays as required.

• Shift Timings: US Rotational shifts (including night shifts)
• Perks: Two-way cab facility