Technical Support Specialist

7 Eleven Corporate Services; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Job summary

7 Eleven Corporate Services in Bengaluru is seeking a customer support professional for voice process roles. The role centers on handling inbound and outbound calls with professionalism and empathy, resolving issues within SLAs, and documenting interactions in CRM.

You'll work to meet KPIs like first contact resolution, response time, quality score, and CSAT, and adhere to US night shift schedules. Prioritize clear communication and a positive customer experience.

Qualifications

• Experience of 2-10 years in voice-based customer support.

Responsibilities

• Handle inbound/outbound calls with professionalism and empathy.
• Understand and resolve customer issues within defined SLAs.
• Escalate complex issues to senior specialists/team leads when needed.
• Document interactions accurately in the CRM system.
• Meet KPIs: first contact resolution, response time, quality score, and CSAT.
• Adhere to shift schedules, especially during US business hours (night shift).
• Provide high-quality support via voice process to customers/internal stakeholders and ensure quick resolution and positive service experience.

Skills

Experience 2-10y

Job description

Key Responsibilities:

• 2-10 years of Experience
• Handle inbound/outbound calls queries with professionalism and empathy.
• Understand and resolve customer issues within defined SLAs.
• Escalate complex issues to senior specialists/team leads when needed.
• Document interactions accurately in the CRM system.
• Meet KPIs: first contact resolution, response time, quality score, and CSAT.
• Mandatory Adhere to shift schedules, especially during US business hours (night shift).
• Role Purpose: Provide high-quality support via voice process customers/internal stakeholders. Ensure quick resolution, excellent communication, and a positive service experience.