Customer Support Executive, Customer Support Representative

Tech Mahindra Limited; Pune District; On-site; INR 223,000 - 312,000; Full time

Job summary

Tech Mahindra Limited in Pune is seeking a Customer Associate / Senior Customer Associate for the International US Telecom voice process. This is a full-time, office-based role with night shifts aligned to US time zones.

You'll handle inbound calls, resolve billing and plan inquiries, and ensure accurate documentation while delivering confident, English-language service. Freshers are not eligible; 6 months of international BPO chat experience is preferred.

Qualifications

• Graduates and undergraduates are eligible.
• Minimum 6 months of experience in an international BPO chat process.
• B2C international BPO experience with mandatory dual-chat handling experience.
• US telecom voice process experience will be an added advantage.
• Freshers: Not eligible.

Responsibilities

• Handle inbound calls from US customers regarding telecom products and services.
• Understand customer queries, identify the underlying issues, and provide accurate and timely resolutions.
• Assist customers with billing enquiries, account-related queries, plan details, service requests, and basic troubleshooting, as applicable to the process.
• Communicate clearly, confidently, and professionally in English while maintaining a customer-centric approach.
• Demonstrate active listening, empathy, and effective call-handling skills to manage customer concerns and expectations.
• Educate customers on relevant service features, plans, and available options, wherever applicable.
• Handle customer objections and escalations professionally, following defined processes and escalation guidelines.
• Maintain accurate call records and ensure all customer interactions are documented in the relevant systems.
• Demonstrate ownership of customer issues and strive to resolve queries at the first point of contact wherever possible.
• Work night shifts aligned with US time zones, five days a week, with split week-offs, from the designated office location.

Skills

English communication

Call handling

Customer focus

Empathy

Active listening

Education

Graduation/Undergraduate eligible

Job description

Customer Associate / Senior Customer Associate Voice Process

Process: International US Telecom

Designation: Customer Associate / Senior Customer Associate

Job Location:Pune- Office-based (Work from Office)

Job Type: Full-time

Work Schedule: 5 days a week with split week-offs.

Shift: Night shifts aligned with US time zones.

Roles and Responsibilities

• Handle inbound calls from US customers regarding telecom-related products and services.
• Understand customer queries, identify the underlying issues, and provide accurate and timely resolutions.
• Assist customers with billing enquiries, account-related queries, plan details, service requests, and basic troubleshooting, as applicable to the process.
• Communicate clearly, confidently, and professionally in English while maintaining a customer-centric approach.
• Demonstrate active listening, empathy, and effective call-handling skills to manage customer concerns and expectations.
• Educate customers on relevant service features, plans, and available options, wherever applicable.
• Handle customer objections and escalations professionally, following defined processes and escalation guidelines.
• Maintain accurate call records and ensure all customer interactions are documented in the relevant systems.
• Demonstrate ownership of customer issues and strive to resolve queries at the first point of contact wherever possible.
• Work night shifts aligned with US time zones, five days a week, with split week-offs, from the designated office location.

Eligibility Criteria

• Education: Graduates and undergraduates are eligible.
• Experience: Minimum 6 months of experience in an international BPO chat process.
• Domain: B2C international BPO experience with mandatory dual-chat handling experience.
• Preferred Experience: US telecom voice process experience will be an added advantage.
• Freshers: Not eligible.