Voice Support Specialist

Tech Mahindra; Pune District; On-site; INR 180,000 - 240,000; Full time

Job summary

Tech Mahindra in Pune district is hiring for an International Voice Process to be the primary point of contact for international customers via inbound calls. You will resolve inquiries, provide product or service information, and ensure high customer satisfaction.

Responsibilities include handling calls, solving issues, documenting interactions in CRM, and meeting performance metrics. Willingness to work in 24x7 night shifts and maintain professional communication is essential.

Qualifications

• Clear verbal communication and active listening in English.

Responsibilities

• Handle inbound/outbound calls from international customers in a professional manner.
• Resolve customer issues and provide effective solutions.
• Maintain accurate call records in CRM or database.
• Meet individual and team performance metrics such as AHT and CSAT.
• Adhere to SOPs, scripts and privacy guidelines during calls.

Skills

Communication

Flexibility

Computer Literacy

Problem-Solving

Job description

We are hiring energetic and motivated professionals for our International Voice Process. In this role, you will act as the primary point of contact for international customers via inbound calls. You will resolve inquiries, provide product or service information, and ensure high customer satisfaction.

Key Responsibilities

• Handle Customer Calls: Manage inbound or outbound calls from global customers in a professional and polite manner.
• Resolve Issues: Listen actively to customer concerns, troubleshoot problems, and deliver effective solutions.
• Maintain Records: Document call details, customer interactions, and resolutions accurately in the company database or CRM.
• Meet Targets: Achieve individual and team performance metrics, including Average Handling Time (AHT) and Customer Satisfaction Score (CSAT).
• Adhere to Compliance: Follow standard operating procedures (SOPs), scripts, and privacy guidelines during calls.

Requirements & Skills

• Communication: Excellent verbal and listening skills in English with a neutral or clear accent.
• Flexibility: Willingness to work in 24x7 rotational shifts and night shifts.
• Computer Literacy: Basic knowledge of computers, navigation, and typing skills.
• Problem-Solving: Strong customer-first attitude with the ability to handle irate or demanding customers with empathy