Voice Process Executive

Trigent Software; Mumbai; On-site; INR 300,000 - 450,000; Full time

Job summary

Trigent Software in Mumbai seeks a Voice-Heavy Blended Support Executive to assist customers and employees via calls, chats, and emails, with emphasis on live voice support. The role requires handling inbound and outbound calls, logging incidents, and coordinating with support teams to resolve issues promptly. Night shifts and office-based work are involved.

The ideal candidate communicates clearly in English, stays organized, and delivers customer-focused service in a fast-paced environment.

Qualifications

• Excellent verbal and written communication in English.
• Strong interpersonal skills with a customer-first mindset.
• Detail-oriented with good organizational and multitasking abilities.
• Analytical and logical problem-solving approach.
• Previous experience in voice or blended customer/employee support is advantageous.

Responsibilities

• Handle majority voice interactions (calls) and support chat/email channels as needed.
• Log and document incidents; ensure timely follow-up, escalation, and closure.
• Collaborate with cross-functional support teams to resolve requests efficiently.
• Maintain a customer-centric approach with live communication (primarily calls).

Skills

Verbal & written English

Interpersonal skills

Detail oriented

Analytical thinking

Customer support experience

Job description

Role & responsibilities

**Job Description Voice-Heavy Blended Process (Calls + Chats + Emails)**

Important Note:

This role is a Voice-Heavy Blended Support Process. While you will handle chats and emails as well, the majority of the work involves phone-based (inbound/outbound) customer and employee interactions.

Please apply only if you are fully comfortable with calling responsibilities.

Role Overview

Provide assistance in resolving customer and employee problems, incidents, issues, requests, and queries through a combination of calls, chats, and emails, with a strong emphasis on voice support. Coordinate with support teams to ensure timely and effective issue resolution.

Key Responsibilities

• Handle majority voice interactions (calls) along with supporting chat and email channels as needed.
• Log and document incidents accurately; ensure timely follow-up, tracking, escalation, and closure.
• Collaborate with cross-functional support teams to resolve requests efficiently.
• Maintain a customer-centric approach focusing on live communication (primarily calls).

Qualifications

• Excellent verbal and written communication skills in English (strong speaking ability is mandatory).
• Good interpersonal skills with a customer-first mindset.
• Detail-oriented with strong organizational and multitasking skills.
• Analytical and logical problem-solving skills.
• Prior experience in customer or employee support (voice or blended) is an advantage.

Work Requirements

• 100% Work from Office
• Night Shifts Only | Shift Hours: 9.5 Hours
• Must be comfortable working in a voice-heavy blended (Calls + Chat + Email) process environment.