Customer Service Associate (CSA) Voice

IntouchCX; Hyderabad; On-site; INR 250,000 - 350,000; Full time

Benefits offered by this job

Career growth

Comprehensive training

International exposure

Collaborative environment

Performance-based growth

Job summary

IntouchCX in Hyderabad is seeking a Customer Service Associate (CSA) for international voice support. This on-site role requires clear English communication and the ability to handle inbound/outbound calls in a fast-paced, customer-centric environment.

The position involves resolving issues, documenting interactions, meeting quality metrics, and staying updated on processes. Rotational night shifts, weekends, and holidays are part of the schedule, with training and career growth opportunities

Qualifications

• Excellent verbal and written communication skills in English.
• Minimum 6 months of experience in an International Voice Process or Customer Service.
• Prior BPO/Contact Center experience preferred.
• Strong problem-solving and interpersonal skills.
• Basic computer proficiency.
• Willingness to work rotational night shifts, weekends, and holidays.
• High school diploma or equivalent.
• Must successfully pass a background verification.

Responsibilities

• Handle inbound and outbound customer calls professionally.
• Understand customer concerns and provide accurate, timely resolutions.
• Demonstrate empathy, active listening, and strong communication skills.
• Build rapport and maintain positive customer relationships.
• Manage customer expectations and provide appropriate follow-ups.
• Accurately document customer interactions and resolutions in internal systems.
• Meet performance metrics including Quality, CSAT, Productivity, and Adherence.
• Follow company policies, processes, quality standards, and compliance guidelines.
• Participate in training, coaching sessions, and team meetings.
• Work effectively in a fast-paced environment and adapt to new processes and tools.

Skills

Verbal communication

Written communication

Interpersonal skills

Problem solving

Education

High school diploma or equivalent

Job description

Hiring: Customer Service Associate (CSA) Voice

Location: Hyderabad
Work Mode: Work From Office (WFO)
Process: International Voice
Language: English
Shift: Rotational Night Shifts

Key Responsibilities

• Handle inbound and outbound customer calls professionally.
  


• Understand customer concerns and provide accurate, timely resolutions.
  


• Demonstrate empathy, active listening, and strong communication skills.
  


• Build rapport and maintain positive customer relationships.
  


• Manage customer expectations and provide appropriate follow-ups.
  


• Accurately document customer interactions and resolutions in internal systems.
  


• Meet performance metrics including Quality, CSAT, Productivity, and Adherence.
  


• Follow company policies, processes, quality standards, and compliance guidelines.
  


• Participate in training, coaching sessions, and team meetings.
  


• Work effectively in a fast-paced environment and adapt to new processes and tools.
  

Requirements

• Excellent verbal and written communication skills in English.
  


• Minimum 6 months of experience in an International Voice Process or Customer Service.
  


• Prior BPO/Contact Center experience preferred.
  


• Strong problem-solving and interpersonal skills.
  


• Basic computer proficiency.
  


• Willingness to work rotational night shifts, weekends, and holidays.
  


• High school diploma or equivalent.
  


• Must successfully pass a background verification.
  

What We Offer

• Career growth and development opportunities.
  


• Comprehensive training.
  


• Exposure to international customers and global processes.
  


• Inclusive and collaborative work environment.
  


• Performance-based growth opportunities.