Customer Service Representative

North American Consultancy; Pune District; On-site; INR 250,000 - 360,000; Full time

Benefits offered by this job

Provident Fund

Health Insurance

Training & development opportunities

Positive work environment

Competitive salary

Job summary

North American Consultancy in Pune seeks a Back Office Executive for Voice Process to ensure smooth operations and exceptional customer service. The role focuses on handling calls, resolving queries, updating records, and coordinating with internal teams.

The candidate must have excellent English communication, strong data-entry skills, and the ability to multitask under pressure while maintaining high standards of confidentiality and compliance.

Qualifications

• Fluent English speaking with good listening skills.
• Proficient in MS Office and data entry practices.
• Ability to multitask and maintain accuracy under pressure.

Responsibilities

• Handle inbound and outbound customer calls professionally.
• Understand customer requirements and provide accurate information.
• Resolve customer queries within defined timelines.
• Make follow-up calls and coordinate with customers as required.
• Maintain accurate records of customer interactions and updates in CRM.
• Update customer information and status in the CRM/system.
• Coordinate with internal departments to resolve queries and service-related needs.
• Follow company processes, scripts, quality standards and compliance guidelines.
• Ensure excellent customer service and professional communication.
• Meet daily/weekly/monthly performance and productivity targets.
• Escalate complex issues to the appropriate department or supervisor.
• Maintain confidentiality of customer and company information.

Skills

Verbal communication

Active listening

Multitasking

Problem solving

Positive attitude

Typing

Tools

MS Office

Job description

Department: Operations / Back Office
Employment Type: Full-Time
Experience: 35 Years
Location: Pune
Shift: Night Shift

Job Summary

We are looking for a motivated and customer-focused Back Office Executive Voice Process to join our team. The candidate will be responsible for handling customer calls, providing accurate information, resolving queries, maintaining records, and coordinating with internal teams to ensure smooth and efficient operations.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Understand customer requirements and provide accurate information and assistance.
• Resolve customer queries and issues within the defined timelines.
• Make follow-up calls and coordinate with customers as required.
• Maintain accurate records of customer interactions, calls, and transactions.
• Update customer information and status in the CRM/system.
• Coordinate with internal departments for query resolution and service-related requirements.
• Follow company processes, scripts, quality standards, and compliance guidelines.
• Ensure excellent customer service and maintain professional communication.
• Meet daily/weekly/monthly performance and productivity targets.
• Escalate complex issues to the appropriate department or supervisor.
• Maintain confidentiality of customer and company information.

Required Skills

• Excellent verbal communication skills in English.
• Good listening and interpersonal skills.
• Basic computer knowledge and proficiency in MS Office.
• Ability to handle customer queries patiently and professionally.
• Good typing and data-entry skills.
• Ability to multitask and work under pressure.
• Strong problem-solving and follow-up skills.
• Positive attitude and willingness to learn.

Key Performance Indicators (KPIs)

• Call Quality
• Customer Satisfaction
• Call Handling / Productivity
• Attendance and Punctuality
• Query Resolution
• Data Accuracy
• Process Compliance

What We Offer

• Competitive salary
• Training and development opportunities
• Positive and professional work environment
• Provident Fund
• Health Insurance