Customer Support Associate_Voice Process

Keka Inc.; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Keka Inc. in Bengaluru is seeking a proactive Customer Support Associate to handle inbound voice queries and ensure a smooth customer experience. You will resolve issues over calls, document details in CRM, and maintain high service standards.

Ideal candidates have 1–2 years of inbound voice support or customer service experience, with strong communication and problem-solving skills, and the ability to work in shifts as required.

Qualifications

• 1–2 years of experience in inbound voice support, customer service, or related roles.
• Excellent verbal communication and interpersonal skills.
• Strong listening and problem-solving abilities.
• Familiar with CRM, ticketing, or customer support tools.
• Comfortable working in rotational shifts and holidays as per business needs.

Responsibilities

• Handle inbound customer calls and assist users with queries and concerns.
• Understand issues clearly and provide accurate resolutions over the call.
• Document call details, concerns, and resolutions in the CRM/support system.
• Follow defined support processes, call guidelines, and quality standards.
• Escalate complex issues to L2 or relevant teams when required.
• Follow up on pending cases and ensure timely closure.
• Coordinate with internal teams for information or assistance as needed.
• Maintain professionalism, empathy, patience, and a solution-oriented approach.

Skills

Inbound voice support

Customer service

Verbal communication

CRM experience

Problem solving

Job description

Customer Support Associate_Voice Process

1 Year

Full-Time

Job Summary:

We are looking for a proactive and customer-focused Inbound Voice Support Executive to handle customer queries through our voice support channel.

The primary responsibility of this role is to attend incoming customer calls, understand their concerns, provide accurate resolutions, and ensure a smooth and satisfactory customer experience. The candidate should have strong communication and problem-solving skills with a customer-first approach.

Key Responsibilities:

• Handle inbound customer calls and assist users with their queries and concerns.
• Understand customer issues clearly and provide accurate and appropriate resolutions over the call.
• Ensure queries are resolved effectively while maintaining a positive customer experience.
• Accurately document call details, customer concerns, and resolutions in the CRM/support system.
• Follow defined support processes, call guidelines, and quality standards.
• Escalate complex or unresolved issues to the appropriate L2/relevant team when required.
• Follow up on pending or unresolved cases and ensure timely closure.
• Coordinate with internal teams whenever additional information or assistance is required.
• Maintain professionalism, empathy, patience, and a solution-oriented approach during all customer interactions.
• Work towards achieving defined support metrics such as customer satisfaction, quality, productivity, and resolution rate.

Requirements:

• 1–2 years of experience in Inbound Voice Support, Customer Support, or Customer Service.
• Excellent verbal communication and interpersonal skills.
• Strong listening and problem-solving abilities.
• Ability to understand customer concerns and provide clear and effective solutions.
• Basic knowledge of CRM, ticketing, or customer support tools.
• Comfortable working in rotational shifts and on holidays based on business requirements.
• Customer-first attitude with patience and empathy.

Language Requirements:

Candidates should be proficient in either of the following language combinations: