Customer Service Executive (Voice Process)

Vrinda International; Mumbai; On-site; INR 180,000 - 240,000; Full time

Job summary

Vrinda International in Mumbai seeks a dedicated Customer Service Executive to manage voice-based interactions for IT Services clients in the US and Canada. You will be the primary contact, resolving inquiries with efficiency and empathy to foster long-term relationships.

The role focuses on active listening, issue resolution in real time, and maintaining high customer satisfaction through professional communication and CRM logging.

Qualifications

• Minimum 1 year of experience in a customer-facing role.
• Excellent English communication for international voice processes.
• Experience with CRM software and call handling protocols.
• Strong problem-solving and de-escalation skills.

Responsibilities

• Manage inbound and outbound voice calls for international clients.
• Listen actively to customer concerns and resolve issues in real time.
• Log interactions in CRM and update client records accurately.
• Resolve complex grievances and escalate when needed.
• Deliver personalized support to maintain high customer satisfaction.
• Maintain quality standards and manage end-to-end customer interactions.

Skills

Active listening

CRM software

English communication

Problem solving

Customer relationship management

Call handling

Quality assurance

Job description

Customer Service Executive (Voice Process)

Ghatkopar, Mumbai, India | Posted on 10/19/2026

Job Description

Job Summary

We are seeking a dedicated Customer Service Executive to manage voice-based interactions for our IT Services division. In this pivotal role, you will serve as the primary point of contact for clients, primarily within the US and Canadian markets, ensuring their inquiries are resolved with efficiency and empathy. The position is crucial for maintaining high standards of customer satisfaction and fostering strong, long-term relationships through effective communication and proactive problem-solving.

Key Responsibilities

• Manage inbound and outbound voice calls for international clients, adhering to strict quality benchmarks and service level agreements.
  
• Actively listen to customer concerns to accurately identify issues and implement effective solutions in real-time.
  
• Utilize Customer Relationship Management (CRM) tools to log interactions, track complaints, and update client records with precision.
  
• Resolve complex customer grievances and handle escalated issues with professionalism to ensure a positive resolution.
  
• Maintain a high level of customer satisfaction by delivering personalized support and demonstrating strong English communication abilities.
  
• Uphold all operational quality standards while managing the full lifecycle of customer interactions in a fast-paced environment.
  

Requirements

Requirements:

• Possess a minimum of 1 year of professional experience in a customer-facing role, preferably within the IT or voice process sector.
  
• Demonstrate exceptional active listening capabilities and the ability to de-escalate tense situations through problem‑solving skills.
  
• Have a proven track record of managing customer relationships and successfully handling complaints to achieve high satisfaction scores.
  
• Exhibit strong command over English communication skills, suitable for international voice processes involving the US and Canada.
  
• Be proficient in using CRM software and familiar with call handling protocols and quality assurance metrics.
  
• Show a commitment to delivering excellence in customer service and support operations.