Trainee-Voice

HCL Technologies Limited; Uttar Pradesh; On-site; INR 350,000 - 550,000; Full time

Job summary

HCL Technologies Limited is seeking a Customer Service Associate to respond to customer inquiries and resolve issues related to accounts, billing, and contracts. The role involves handling real-time voice-based support in English and following standard scripts and procedures.

You will gather information, document interactions, and offer suitable options, aiming to minimize escalations while delivering service that meets company policies and performance metrics.

Qualifications

• Responds to telephone inquiries and complaints using standard scripts and procedures.
• Gathers information, research/resolves inquiries and logs customer calls.
• Communicates appropriate options for resolution in a timely manner.
• Informs customers about services available and assesses customer needs
• Makes recommendations to customer based on the inquiry and what the company guidelines allow.
• Minimize call escalation through effective communication and knowledge of company's policies and procedures.

Responsibilities

• Responds to telephone inquiries and complaints using standard scripts and procedures.
• Gathers information, research/resolves inquiries and logs customer calls.
• Communicates appropriate options for resolution in a timely manner.
• Informs customers about services available and assesses customer needs
• Makes recommendations to customer based on the inquiry and what the company guidelines allow.
• Minimize call escalation through effective communication and knowledge of company's policies and procedures.

Skills

Customer service

Communication skills

Problem solving

English proficiency

Tools

Call center software

Job description

Responsible for responding to customer inquiries and complaints regarding accounts records, billings contract managements renewals and cancelations. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English to support customer care. Provides real time expertise and customer service support to client's customers. They are required to meet all performance indicators established as part of the operation and other operational metrics as needed.

Scope

• Internal/External Interfaces:
• Customers, other Customer Service Agents, Subject Matter experts, trainers, Quality analyst Team Leaders, Managers.
• Major

Key Responsibilities

• Responds to telephone inquiries and complaints using standard scripts and procedures.
• Gathers information, research/resolves inquiries and logs customer calls.
• Communicates appropriate options for resolution in a timely manner.
• Informs customers about services available and assesses customer needs
• Makes recommendations to customer based on the inquiry and what the company guidelines allow.
• Minimize call escalation through effective communication and knowledge of company's policies and procedures.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.