Mega Walkin drive at HCLTech for Customer Support Executive / Sr. Executive – Inbound Operations on 6th Nov'2026

HCLTech; Chennai; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Night shift allowances

Performance incentives

Career progression opportunities

Job summary

HCLTech is hiring for a Customer Support Executive / Sr. Executive – Inbound Operations (Voice Process) in Chennai. You will handle high-volume inbound customer calls, resolve queries, and provide accurate product information.

Night US/International shift and full-time employment are offered. Key duties include logging calls in the CRM, escalating complex issues, and collaborating with QA and training teams to improve service quality.

Qualifications

• Prior inbound voice support experience preferred, especially BPO/ITES.
• Excellent verbal and written English with clear pronunciation.
• Comfortable with night shifts and US/International timings.
• Proficient in CRM tools and basic computer applications.

Responsibilities

• Inbound call handling and resolution of customer queries.
• Accurate logging of interactions, logs, and tickets in CRM.
• Troubleshoot and resolve issues on first contact where possible.
• Maintain high CSAT and NPS through courteous service.
• Escalate complex cases to appropriate teams for timely resolution.
• Collaborate with QA, training, and team leads to improve performance.

Skills

Clear English comms

Active listening

Night shift ready

CRM familiarity

First call resolution

Education

Higher Secondary or Graduate

Tools

Salesforce

Zendesk

Job description

Mega Walkin drive at HCLTech for Customer Support Executive / Sr. Executive – Inbound Operations on 6th Nov'2026

Job Title: Customer Support Executive / Sr. Executive – Inbound Operations (Voice Process)

Experience Required: 2 to 4 Years

Shift Timings: Night Shift (US/International Shift)

Employment Type: Full-time

We are looking for an experienced Customer Support Executive to join our inbound voice operations team in Chennai. In this role, you will handle incoming calls from customers, resolve queries, provide accurate product/service information, and deliver a smooth support experience.

Key Responsibilities

• Inbound Call Handling: Manage high-volume incoming customer calls efficiently while maintaining quality standards and compliance protocols.
• Issue Resolution: Diagnose, troubleshoot, and resolve customer complaints or service requests on first contact (FCR) whenever possible.
• Customer Satisfaction: Deliver excellent service to maintain high CSAT and NPS scores across calls.
• System Logging: Accurately update customer details, interactions, call logs, and tickets in the CRM system.
• Escalation Management: Escalate complex issues or unresolved queries to appropriate internal teams or team leads for timely resolution.
• Team Collaboration: Work closely with quality analysts, trainers, and team leads to continuously improve call handling performance.

Requirements & Qualifications

• Experience: 2 to 4 years of proven hands‑on experience in inbound voice customer support operations (International or Domestic BPO background preferred).
• Communication Skills: Excellent verbal and written English communication skills with clear pronunciation and active listening abilities.
• Shift Flexibility: 100% comfortable working dedicated night shifts.
• Problem‑Solving Skills: Strong critical thinking, ability to multitask under pressure, and quick decision‑making on live calls.
• Technical Aptitude: Familiarity with CRM software (e.g., Salesforce, Zendesk), call center tools, and basic computer applications.
• Education: Minimum Higher Secondary (10+2) or any Graduate degree.

Perks

• Night shift allowances, performance incentives, and career progression opportunities.