Customer Support Associate

Tech Mahindra; Dadri, Pune District; On-site; INR 200,000 - 320,000; Full time

Job summary

Tech Mahindra in Pune (Sharda Centre) and Noida (Sector 62) is seeking a Customer Support Associate for night shifts in a high-volume voice support role. The position is 13*6 work-from-office with shift constraints; candidates should have 6 months to 5 years of experience and strong English communication.

Responsibilities include handling inbound/outbound calls, resolving queries, documenting interactions, and ensuring policy adherence while maintaining quality and empathy.

Qualifications

• Excellent verbal and written English communication.
• Strong customer service and problem-solving abilities.
• Ability to work in a fast-paced, high-pressure environment.
• Comfortable handling 40-50 calls per shift and night shifts.

Responsibilities

• Handle inbound and outbound customer interactions through voice.
• Manage calls in a high-paced semi-technical environment with quality.
• Resolve queries, complaints, and technical issues within defined timelines.
• Diagnose and troubleshoot basic to intermediate issues using knowledge base.
• Provide accurate information and effective solutions to customers.
• Document interactions, resolutions, and follow-up actions in the ticketing tool.
• Escalate unresolved issues to appropriate teams per guidelines.
• Collaborate with internal stakeholders to ensure timely resolution.
• Maintain professionalism and customer empathy during all interactions.
• Adhere to company policies, compliance requirements, and procedures.
• Required to work on Indian holidays

Skills

English communication

Customer service

Problem solving

High-pace work

Night shift adaptability

Job description

Job Description: Customer support associate

Job Location: Pune (Sharda Centre) / Noida (Sector 62) Experience: 6 Months to 5 Years Process: Customer Support Voice Working Model: 13*6 Work from Office Shift: Night Shifts only

Job Summary

We are seeking enthusiastic and customer-focused Semi Technical Customer support to join our growing team in Pune and Noida. The ideal candidate should be comfortable handling high-paced, high-volume customer support environment, resolving customer concerns efficiently, and delivering an exceptional customer experience while meeting defined service level standards.

Candidates should possess strong communication and problem-solving skills, demonstrate the ability to work under pressure, and willing to work in night shifts. 100% work from office.

Key Responsibilities

• Handle inbound and outbound customer interactions through voice support channels.
• Manage calls in high-paced semi technical environment while maintaining high service quality standards.
• Resolve customer queries, complaints, and technical issues within defined timelines.
• Diagnose and troubleshoot basic to intermediate technical issues using knowledge base.
• Provide accurate information and effective solutions to customers.
• Document customer interactions, resolutions, and follow-up actions in relevant ticketing tool.
• Escalate unresolved issues to appropriate teams as per process guidelines.
• Collaborate with internal stakeholders to ensure timely issue resolution.
• Maintain professionalism and customer empathy during all interactions.
• Adhere to company policies, compliance requirements, and operational procedures.
• Required to work on Indian holidays

Key Performance Metrics (SLAs)

The associate will be expected to consistently meet or exceed established performance targets related to:

• AHT (Average Handle Time)
• CCR (CSAT)
• FCR (First Call Resolution)
• Quality Score
• Schedule Adherence and Attendance

Required Skills

• Excellent verbal and written communication skills in English.
• Strong customer service and problem-solving abilities.
• Ability to work in a fast-paced and high-pressure environment.
• Comfortable handling 40-50 calls throughout the shift.
• Good listening, analytical, and troubleshooting skills.
• Basic computer knowledge and proficiency in using CRM/ticketing tools.
• Ability to multitask and adapt quickly to changing business requirements.
• Positive attitude and willingness to learn.
• Should have basic typing skills.