Customer Support (Voice)

Tech Mahindra Limited; Pune District; On-site; INR 300,000 - 450,000; Full time

Benefits offered by this job

Attractive salary package

Performance-based incentives

Night shift allowance

Cab/Pick and drop facility

Medical insurance

Paid leaves

Career growth opportunities

Training and development programs

Job summary

Tech Mahindra Limited is seeking a Customer Support Executive for the US International Voice Process. Work from office with night shifts and rotating schedules. Handle calls, resolve inquiries, provide information, and maintain CRM records to ensure high satisfaction.

The role emphasizes strong English communication, customer handling skills, and the ability to meet performance metrics in a fast-paced BPO environment. Freshers welcome and growth opportunities offered.

Qualifications

• HSC/Graduate/Undergraduate as per company requirement.
• Freshers welcome to apply.
• Experience in International Voice Process or BPO preferred.
• Strong English communication and customer handling ability.

Responsibilities

• Handle inbound and outbound calls with professionalism and efficiency.
• Resolve product, service, billing, orders and technical inquiries.
• Provide accurate information and solutions following policies.
• Maintain high customer satisfaction through effective communication.
• Document interactions and update CRM records.
• Escalate unresolved issues to appropriate departments when needed.
• Achieve KPIs: CSAT, AHT, FCR, and quality targets.
• Adhere to compliance, data security and process guidelines.
• Build positive relationships through active listening and problem solving.

Skills

Verbal communication

Listening skills

Problem solving

MS Office

Night shifts

Education

HSC / Graduate / Undergraduate

Freshers welcome

Tools

Salesforce

Zendesk

Freshdesk

Job description

Job Title: Customer Support Executive US International Voice Process

Department: Customer Service / BPO Operations

Location: Work from Office

Shift: US Shift (Night Shift) / Rotational Shifts

Experience: 6months to 5 Years

Employment Type: Full-Time

We are seeking dynamic and customer-focused individuals for our US International Voice Process. The role involves handling inbound and outbound customer calls, resolving customer queries, providing product/service information, and delivering exceptional customer service while achieving performance.

Key Responsibilities

• Handle inbound and outbound calls from US customers professionally and efficiently.
• Resolve customer inquiries related to products, services, billing, orders, and technical issues.
• Provide accurate information and solutions while adhering to company policies.
• Maintain a high level of customer satisfaction through effective communication.
• Document customer interactions and update records in CRM systems.
• Escalate unresolved issues to the appropriate departments when necessary.
• Achieve individual and team performance metrics such as Quality Score, CSAT, AHT, and First Call Resolution (FCR).
• Follow compliance, data security, and process guidelines.
• Build positive customer relationships through active listening and problem-solving skills.

Required Skills & Qualifications

• Excellent verbal communication skills in English with a neutral accent.
• Strong listening, comprehension, and interpersonal skills.
• Good problem-solving and customer-handling abilities.
• Basic computer proficiency and familiarity with MS Office applications.
• Ability to work in a fast-paced environment and handle customer objections professionally.
• Willingness to work in night shifts and rotational schedules.

Educational Qualification

• HSC / Graduate / Undergraduate (as per company requirement).
• Freshers are welcome to apply.
• Prior experience in International Voice Process, Customer Service, Technical Support, or BPO is preferred.

Preferred Skills

• Experience in handling US customers.
• Familiarity with CRM tools such as Salesforce, Zendesk, or Freshdesk.
• Strong customer service orientation.
• Ability to meet productivity and quality targets consistently.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Quality Assurance Score
• Adherence to Schedule
• Productivity Metrics

Benefits

• Attractive salary package
• Performance-based incentives
• Night shift allowance
• Cab/Pick and drop facility (as per policy)
• Medical insurance
• Paid leaves
• Career growth opportunities
• Training and development programs