Customer Support Executive – Voice

Zoho; Gurugram District; On-site; INR 250,000 - 400,000; Full time

Job summary

Zoho in Gurugram seeks a dedicated Customer Support Executive to handle voice-based interactions. You will be the primary contact for clients, ensuring inquiries are resolved efficiently and contributing to a high standard of service delivery.

You will manage inbound calls, address concerns with empathy, and maintain professionalism while meeting organizational goals. This role emphasizes delivering a seamless customer experience through effective problem solving.

Qualifications

• Experience in customer support, especially voice processes.
• Excellent verbal communication skills.
• Ability to de-escalate and resolve complaints.
• Strong problem-solving ability under pressure.
• Knowledge of customer service principles.

Responsibilities

• Manage a high volume of inbound voice calls and provide immediate assistance.
• Listen to client concerns and work toward swift resolutions.
• Troubleshoot issues and guide customers through steps.
• Deliver excellent service following established protocols.
• Document interactions accurately and follow up to close cases.
• Collaborate with internal teams to escalate and improve service.

Skills

Voice support

Verbal communication

Complaint handling

Problem solving

Customer service

Job description

Gurgaon Sector 18, India | Posted on 10/05/2026

Job Description

Summary

We are seeking a dedicated Customer Support Executive to join our IT Services team, focusing on voice-based interactions. In this pivotal role, you will serve as the primary point of contact for clients, ensuring their inquiries and issues are resolved efficiently. The position is critical for maintaining high customer satisfaction levels and upholding our organization's reputation for excellence in service delivery. You will manage inbound calls, address client concerns, and contribute to a seamless support experience that aligns with our operational goals.

Responsibilities

• Manage a high volume of inbound voice calls, providing immediate assistance and information to customers.
• Listen actively to client complaints and concerns, demonstrating empathy while working toward swift and effective resolutions.
• Utilize strong problem-solving abilities to troubleshoot issues and guide customers through necessary steps.
• Deliver exceptional customer service by adhering to established protocols and maintaining a professional demeanor.
• Document interactions accurately and follow up on pending matters to ensure complete case closure.
• Collaborate with internal teams to elevate complex issues and gather feedback for service improvement.

Requirements

• Proven experience in a customer support environment, specifically within voice processes or inbound calling centers.
• Exceptional verbal communication skills with the ability to articulate information clearly and professionally.
• Demonstrated proficiency in handling customer complaints and de-escalating tense situations.
• Strong aptitude for problem-solving and the capacity to think critically under pressure.
• A solid foundation in customer service principles and a commitment to delivering a positive user experience.
• Familiarity with complaint handling workflows and the ability to navigate customer support systems efficiently.