Senior Customer Service Representative/US Voice Process

Tech Mahindra; Dadri; On-site; INR 250,000 - 350,000; Full time

Job summary

Tech Mahindra in India seeks a customer support professional with at least 1 year in International Voice Process to handle inbound queries and guide customers through technical fixes.

The role covers billing inquiries, account changes, activations, MNP, and delivery tracking, with a strong emphasis on fluent English and high service standards.

Qualifications

• Minimum 1 year of International Voice Process experience.
• Minimum 1 year of BPO domain experience.
• Fluent English required.

Responsibilities

• Handle inbound queries regarding internet, Wi‑Fi connectivity, no‑dial-tone issues or service interruptions and guide customers through step-by-step fixes.
• Assist customers with billing inquiries, invoices, payments, plan changes and explain charges.
• Support orders and provisioning activities including activations, SIM card requests, mobile number portability (MNP) and delivery tracking.

Skills

International Voice Process experience

BPO domain experience

Fluent English

Job description

Roles & Responsibilities

• Customer Support & Troubleshooting: Handle inbound queries regarding slow internet, Wi-Fi connectivity, no-dial-tone issues, or service interruptions. Walk customers through step-by-step technical fixes.
• Billing & Account Management: Answer questions regarding monthly invoices, process payments, adjust account plans, and explain charges.
• Order Management & Provisioning: Assist global customers with new activations, SIM card requests, mobile number portability (MNP), and tracking equipment deliveries.
• Sales and Retention: Upsell or cross-sell telecom products like fiber broadband upgrades, 5G plans, or international roaming packages. Retain existing customers by offering loyalty discounts or customized solutions

Preferred Candidate

• Minimum 1 yr. experience in the International Voice Process.
• Minimum 1 yr. experience in BPO domain.
• Fluent English required.