Customer Support Executive (Voice process)

VME Vhire Solutions; Pune District; On-site; INR 180,000 - 240,000; Full time

Job summary

VME Vhire Solutions in Pune is hiring for a voice process role suitable for freshers. The job involves handling customer queries via phone, chat, and email, delivering high-quality service in a dynamic in-office setting.

Candidates should have 12th pass, strong communication in English and one or more regional languages (Marathi, Hindi, Bengali). Insurance domain knowledge is a plus but not required.

Qualifications

• Freshers with strong communication and customer interaction skills.
• Excellent English communication (spoken and written).
• Regional language proficiency: Marathi, Hindi, or Gujarati (one mandatory).
• In-office, Pune location; willing to learn in a dynamic environment.

Responsibilities

• Handle inbound and outbound customer interactions across calls and chat.
• Support policy servicing: renewals, endorsements, docs, coverage queries.
• Provide insurance product information and basic sales enquiries.
• Resolve customer concerns and escalate complex issues appropriately.
• Ensure first-contact resolution and maintain accurate records.
• Adhere to quality, compliance, and SLA requirements.
• Participate in training and process improvements.

Skills

Communication skills

English proficiency

Hindi

Marathi

Bengali

Education

12th Pass (10+2)

Job description

We have a requirement in Pune for a voice process.

• Freshers with strong communication and customer interaction skills for a Voice Process role.
• Candidates must possess excellent English communication (spoken and written).
• In addition to English, proficiency in any one of the following regional languages is mandatory: Marathi, Hindi, or Gujarati.
• Candidates should be comfortable handling customer conversations, demonstrating clarity, confidence, and a service-oriented approach.

Total Requirements 35

Role - FTE Roles

Job Location Pune

Work Mode – In Office

Role Purpose

Provide exceptional customer service across phone, chat, and email channels by assisting customers with policy-related queries, renewals, endorsements, claims status, and general support.

Key Responsibilities

• Handle inbound and outbound customer interactions professionally across calls and chat.
• Support policy servicing activities, including renewals, endorsements, documentation requests, and coverage-related queries.
• Assist customers with insurance product information and basic sales enquiries.
• Resolve customer concerns and escalation complex issues appropriately.
• Ensure first-contact resolution wherever possible.
• Maintain accurate customer records in designated systems.
• Adhere to quality, compliance, and SLA requirements.
• Participate in training and contribute to continuous process improvement.

Channel Support

Inbound Service

• Policy servicing, renewals, endorsements, documentation requests, and complaint handling

Inbound Sales

• Provide insurance quotes and guide customers through product options.

Outbound Support

• Follow up on leads, renewals, and customer retention activities.

Web Chat

• Manage customer service and sales enquiries through online chat.

Candidate Profile

• Minimum qualification: 12th Pass (10+2).
• Freshers are welcome.
• Insurance domain knowledge is an advantage.
• Strong communication skills in English and Hindi, Marathi, Bengali (additional regional languages preferred).
• Customer-focused with a willingness to learn and work in a dynamic environment.

Working Model

• Associates will support either voice or chat operations based on business requirements.
• Cross-trained workforce with flexibility to operate across service, sales, and customer support channels.