Senior Executive (CSA)

TP; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

TP in Hyderabad is seeking a Senior Executive - Customer Service Associate (CSA) with 1–4 years of experience in International Voice Process or Customer Service. The role covers PAN India and international markets and involves coaching and training new CSAs.

The candidate will handle queries via phone/email/chat, meet SLAs and quality targets, collaborate with internal stakeholders, and maintain accurate customer records using CRM tools. Strong communication and leadership skills are essential.

Qualifications

• 1–4 years in International Voice Process or Customer Service.
• Graduate in any discipline.
• Experience coaching and onboarding new CSAs.
• Experience handling PAN India and international markets.

Responsibilities

• Handle queries via phone, email, chat; ensure satisfaction.
• Meet SLAs and quality targets.
• Coach, mentor, and train new CSAs.
• Collaborate with stakeholders and maintain accurate records.
• Provide feedback to improve customer experience.

Skills

Customer service

International voice

Pan India operations

Training & mentoring

Stakeholder management

CRM tools

MS Office

Multitasking

Education

Graduate

Tools

CRM tools

Job description

Job Description:

Senior Executive - Customer Service Associate (CSA)

Position: Senior Executive - Customer Service Associate (CSA)
Experience: 1 to 4 Years
Location: Hyderabad

Job Summary

We are seeking a dynamic and customer-focused Senior Executive - Customer Service Associate (CSA) to join our team in Hyderabad. The ideal candidate should have 1 to 4 years of experience in Customer Service, International Voice Process, or Contact Center Operations, along with the ability to coach, mentor, and train new employees. Experience in handling customers or operations across PAN India and international markets will be preferred.

Key Responsibilities

• Handle customer queries via phone, email, chat, and other support channels.
• Deliver exceptional customer service and ensure customer satisfaction.
• Manage customer interactions for International Voice Processes.
• Support customers across PAN India and ensure timely issue resolution.
• Meet service level agreements (SLAs), quality, and productivity targets.
• Escalate complex customer concerns and follow through to resolution.
• Train, mentor, and coach newly onboarded CSAs.
• Conduct refresher sessions and knowledge-sharing activities for team members.
• Monitor performance and provide constructive feedback to improve customer experience.
• Collaborate with internal stakeholders to ensure seamless customer support.
• Maintain accurate customer records and documentation.

Required Skills

• Excellent verbal and written communication skills in English.
• Experience in International Voice Support.
• Experience handling PAN India customer operations/support.
• Strong customer service and problem-solving skills.
• Ability to train, coach, and mentor new employees.
• Good presentation and communication skills.
• Strong interpersonal and stakeholder management abilities.
• Knowledge of contact center metrics, quality standards, and customer service best practices.
• Proficiency in MS Office and CRM tools.
• Ability to multitask and work in a fast-paced environment.

Eligibility Criteria

• Graduate in any discipline.
• 1 to 4 years of experience in International Voice Process, Customer Service, Customer Support, or Contact Center Operations.
• Prior experience in team coaching, mentoring, onboarding, or training new employees is highly preferred.
• Experience supporting customers across multiple regions within India is an added advantage.

Preferred Attributes

• Strong leadership and ownership mindset.
• Customer-centric approach with attention to detail.
• Ability to motivate and guide team members.
• Adaptable and eager to learn new processes and technologies.

Contact Details

Location: Hyderabad
Email: [e-mail]

Best Regards

Ramya V