Customer Service Voice

Spearhead Professional; Dadri, Gurugram District; On-site; INR 400,000 - 560,000; Full time

Job summary

Spearhead Professional in Noida, Uttar Pradesh, invites applications for a process-oriented role focused on review of home improvement contracts, loan documents, and related records. You will perform underwriting and contract review, manage Freshdesk tickets, and resolve customer queries with high attention to detail.

The position requires coordinating with vendors and internal teams to ensure timely resolutions.

Qualifications

• Attention to detail and accuracy required.
• Ability to manage multiple priorities and SLAs.
• Willingness to work night shifts and weekends as needed.

Responsibilities

• Review contracts, loan documents, and related files to ensure accuracy and compliance.
• Perform underwriting and contract review activities.
• Manage Freshdesk tickets and escalations within defined SLAs.
• Provide customer-first support via phone, email, and ticket communication.
• Handle complex and exception-based cases coordinating with vendors and internal teams.
• Track workflow priorities, business needs, pending cases and SLAs.
• Maintain productivity, quality, turnaround time and compliance standards.
• Support process training, knowledge sharing and new-hire shadowing.
• Assist in escalation management and coordinate with leadership when required.
• Identify opportunities for process improvement and automation.
• Prepare and maintain operational reports and MIS using MS Excel.

Skills

Customer support

Underwriting

Contract review

MS Excel

Freshdesk

Process improvement

Tools

Freshdesk

MS Excel

Job description

• Review Home Improvement Contracts, loan documents, customer records, title/ownership details, HIC documentation, and related documents to ensure accuracy, completeness, and compliance with business guidelines.
• Perform underwriting and contract review activities while maintaining high attention to detail and accuracy.
• Manage and resolve Freshdesk tickets, customer queries, shared inboxes, personal cases, and escalations within defined SLAs and productivity targets.
• Provide customer-first support through phone, email, and ticket-based communication while maintaining professional and clear communication.
• Handle complex and exception-based cases, coordinating with vendors, internal teams, and other stakeholders to ensure timely resolution.
• Track and manage workflow priorities, business needs, pending cases, and service-level requirements.
• Review and resolve process-related issues, customer concerns, and documentation discrepancies accurately.
• Maintain required productivity, quality, turnaround time, and compliance standards.
• Support process training, knowledge sharing, new-hire shadowing, and process gap identification.
• Assist in escalation management and coordinate with supervisors, managers, and leadership teams when required.
• Identify opportunities for process improvement, automation, operational efficiency, and better customer experience.
• Prepare and maintain operational reports and MIS, using tools such as MS Excel and other business applications.
• Collaborate effectively with customers, clients, vendors, partners, and internal stakeholders.
• Demonstrate flexibility to work in a fast-paced environment with changing priorities, processes, and business requirements.
• Follow all required quality, regulatory, compliance, and confidentiality standards.
• Be available for night shifts, rotational shifts, weekends, and holidays as required by business operations.
• Work from the office in Noida, Sector 135, as per business requirements.
• Support both voice and non-voice activities as part of the process.