Voice-Based Chat Support – Female Freshers Can Apply – Remote Setup

The Elitejob; India; Remote; INR 180,000 - 240,000; Full time

Benefits offered by this job

WFH allowance

Internet reimbursement

Onboarding & training

Bonuses

Health insurance

Paid leaves

Career growth

Women-friendly policy

Learning programs

Job summary

Houston Skilled Consultancy is seeking enthusiastic freshers to start careers in customer experience as a Voice-Based & Chat Support Associate. You will handle inbound voice calls and live chat, follow SOPs, and log interactions in the CRM with care from a secure remote setup.

The role requires clear written and spoken English, willingness to work in rotational shifts across IST window, and a customer-first mindset.

Qualifications

• Fresh graduates or 12th pass are encouraged to apply.
• Excellent verbal communication and written English.
• Typing speed of 30–35 WPM with good accuracy.
• Comfortable with computers, web tools and CRM/ticketing platforms.
• Willing to work in rotational shifts including nights.

Responsibilities

• Manage inbound voice calls and live chat to resolve queries.
• Log, categorize, and update interactions in the CRM/ticketing system.
• Follow SOPs, scripts, and compliance guidelines while showing empathy.
• Escalate complex issues to the next support tier with documentation.
• Proactively follow up with customers to ensure resolution.
• Contribute to knowledge base articles/FAQs by flagging gaps.
• Participate in quality audits, coaching, and refresher trainings.
• Maintain data privacy, confidentiality, and information security.
• Support process improvement by sharing on-ground feedback.
• Adhere to shift schedules, attendance and productivity metrics.

Skills

Fresh graduates

12th pass

Excellent verbal communication

Written English

Hindi or regional language

Typing speed 30-35 WPM

CRM familiarity

Job description

Job Summary

Houston Skilled Consultancy is hiring enthusiastic female freshers who are passionate about customer delight and eager to start their careers in customer experience. As a Voice-Based & Chat Support Associate, you will handle inbound calls, outbound follow-ups (as required), and real-time chat queries to resolve issues, answer questions, and provide step-by-step guidance to customers. You will be trained on our products, processes, and tools, and you will work closely with team leaders and quality coaches to consistently hit service-level and satisfaction goals—all from a secure remote setup.

Key Responsibilities

• Manage inbound voice calls and live chat conversations to resolve customer queries within defined SLAs (AHT, FCR, CSAT, TAT).

• Log, categorize, and update interactions accurately in the CRM/ticketing system.

• Follow standard operating procedures (SOPs), scripts, and compliance guidelines while still showing empathy and active listening.

• Escalate complex issues to the next support tier or relevant departments with complete, well-documented case notes.

• Proactively follow up with customers to ensure full resolution and satisfaction.

• Contribute to knowledge base articles/FAQs by flagging recurring issues or gaps.

• Participate in quality audits, coaching sessions, and refresher trainings to continuously improve performance.

• Maintain data privacy, confidentiality, and information security at all times.

• Support process improvement initiatives by sharing on-ground feedback.

• Adhere to shift schedules, attendance, and productivity metrics consistently.

Required Skills and Qualifications

• Fresh graduates / 12th pass candidates are encouraged to apply (any discipline).

• Excellent verbal communication (clear diction) and written English; proficiency in Hindi or any one regional language is a plus.

• Typing speed of 30–35 WPM with good accuracy for chat handling.

• Strong listening skills, empathy, patience, and problem-solving ability.

• Comfortable working with computers, web-based tools, CRM/ticketing platforms, MS Office/Google Workspace.

• Stable broadband internet connection (minimum 20 Mbps), a noise-cancelling headset, and a reliable laptop/desktop.

• Ability to work in rotational shifts, including weekends or night shifts (if supporting global regions).

• High level of professionalism, integrity, and responsibility in a remote environment.

Experience

• 0–1 year of experience in customer support (voice/chat/BPO) is preferred but not mandatory.

• Internships, campus projects, or volunteering in customer-facing roles will be considered an advantage.

Working Hours

• Rotational shifts across a typical coverage window of 7:00 AM to 11:00 PM IST (final roster shared monthly/weekly).

• 5-day work week with 2 rotational weekly offs (not necessarily Saturday/Sunday).

• Night shift allowance applicable if assigned to international/overnight shifts.

• Breaks as per policy (e.g., 9-hour shift including 1-hour total break time).

Knowledge, Skills, and Abilities

• Customer-first mindset with strong ownership of each query till closure.

• Stress tolerance and ability to multitask (simultaneous chat + CRM logging, etc.).

• Time management and prioritization to meet SLAs.

• Collaboration and coachability—open to feedback and continuous learning.

• Attention to detail to avoid errors in documentation and communication.

• Basic analytical ability to recognize patterns and suggest improvements.

Benefits

• Work-from-home setup allowance / Internet reimbursement (as per policy).

• Structured onboarding & paid training on tools, tone, and process.

• Performance-based incentives/bonuses.

• Health insurance / EAP (Employee Assistance Program) where applicable.

• Paid leaves, casual/sick leaves, and festival holidays as per policy.

• Career growth pathways into Quality, Training, Workforce Management, or Team Leadership.

• Women-friendly policies including maternity and flexible options (as per company policy).

• Certification programs and continuous learning opportunities.

Why Join Houston Skilled Consultancy

• Launch your career in customer experience with a reputable, process-driven organization.

• Remote-first culture that values flexibility, outcomes, and trust.

• Inclusive, supportive environment designed to help freshers ramp up quickly.

• Transparent career progression with measurable milestones and mentorship.

• Opportunity to work with diverse clients across industries, gaining holistic exposure.