Customer Support Associate (International Inbound Voice Process)

Pagaar India; Hyderabad; On-site; INR 279,000 - 502,000; Full time

Job summary

Pagaar India in Hyderabad invites applications for a Customer Support Associate (International Inbound Voice Process). The role requires at least 6 months of experience in international inbound voice support and English proficiency.

You will handle customer calls across time zones, resolve billing queries, document interactions in CRM, and collaborate with teams to meet SLAs. This is a 24x7 rotational shift role in Hyderabad's IT corridor with growth opportunities.

Qualifications

• Excellent, flawless verbal and written English communication required.
• Minimum 6 months of International Inbound Voice experience mandatory.
• Willingness to work 24x7 rotational shifts.

Responsibilities

• Handle high-volume inbound international customer calls.
• Resolve billing discrepancies, plan/layout changes, and connectivity issues.
• Log precise notes and interactions in the CRM; ensure data accuracy.
• Follow scripts and SOPs to maintain CSAT and FCR targets.
• Collaborate with teams to route complex issues to engineering or backend teams.

Skills

Fluent English

Verbal communication

Written communication

Problem solving

Education

Graduate degree

Job description

Customer Support Associate (International Inbound Voice Process)

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Job Description

Job Title: Customer Support Associate (International Inbound Voice Process)

Experience: Minimum 6 Months of core International Inbound Voice experience mandatory

Salary Package: Competitive (Best in Industry Standards based on experience)

Process Domain: International Inbound Voice - Telecom

Shift Structure: 24x7 Rotational Shifts (Aligned with global time zones / US or UK hours)

Notice Period: Immediate Joiners Preferred

Job Summary

WE'RE HIRING! We are actively seeking an articulate, high-performing, and customer-centric Customer Support Associate to join our premium International Inbound Voice - Telecom Process in Hitech City, Hyderabad. This role is exclusively open to BPO professionals who possess at least 6 months of direct hands-on experience handling international inbound customer calls.

In this position, you will serve as the premier brand voice for a leading global telecom network, handling customer accounts, active subscriptions, billing inquiries, and troubleshooting requests. If you possess flawless English communication skills, a quick problem-solving mindset, and are ready to onboard immediately in Hyderabad's top IT corridor, apply today!

Key Responsibilities

• Inbound Customer Voice Operations: Efficiently handle high-volume incoming international customer calls, providing top-tier service on behalf of a leading global telecom carrier.
• Telecom Query Resolution: Analyze and resolve intricate cross-border billing discrepancies, plan layout changes, network connectivity issues, and account feature setups.
• First-Call Resolution (FCR): Actively listen to customer paint points, handle complaints patiently, and deliver accurate solutions to maintain excellent customer satisfaction (CSAT) scores.
• CRM Database Management: Maintain absolute data accuracy by logging precise customer interaction summaries, transaction logs, and scheduled follow-ups inside the tracking CRM database.
• Cross-Functional Routing: Efficiently identify, flag, and route sensitive billing disputes or highly complex technical network bugs to backend core engineering divisions.

Eligibility Criteria & Required Skills

• Language Command: Excellent, flawless verbal and written English communication skills are mandatory with clear sentence structuring, sharp listening capabilities, and a neutral accent tone.
• Experience Baseline: Minimum 6 months of clean, documented experience in an International Inbound Voice Process is strictly mandatory. (Prior exposure to global Telecom or Technical support processes will be an elite selection advantage).
• Shift Adaptability: Absolute readiness and physical comfort to operate inside global 24/7 rotational shift matrices, including dedicated night hours and rotational weekly offs.
• Core Competencies: Strong active listening, deep empathy, client retention traits, quick multi-screen navigation, and sharp logical troubleshooting skills.

What We Offer

• Fixed competitive monthly package tailored directly around your current capability track.
• Direct workspace placement inside Hyderabad's prime premium tech corridor (Hitech City).
• Stable, highly collaborative international corporate culture with rapid vertical growth paths into Quality Assurance, Corporate Training, or Operations Management.

Key Responsibilities

• Handle customer inquiries promptly and professionally across phone, email, and chat channels.
• Resolve service issues with high first-contact resolution and customer satisfaction scores.
• Maintain accurate and detailed case notes in the CRM software.
• Follow documented communication scripts and standard operating protocols.
• Collaborate with team leaders to meet operational SLAs and KPIs.

Required Skills & Qualifications

• 12th Pass or Any Graduate degree from a recognized board/university.
• Strong verbal and written communication skills in English and/or Hindi.
• Basic computer proficiency with good keyboard typing speed (25+ WPM).

Preferred Qualifications

• Experience with large scale, high traffic systems.

Estimated salary for this role in Hyderabad

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