Walk-in | HCLTech Mega Walk-in Drive | 14th Nov | Customer Support - Voice

HCL Technologies Limited; Chennai; On-site; INR 360,000 - 480,000; Full time

Benefits offered by this job

Night shift allowance

Performance incentives

Career progression opportunities

Job summary

HCL Technologies Limited is seeking an experienced Customer Support Executive to join our inbound voice operations in Chennai. You will handle customer calls, resolve queries, and provide accurate information to ensure a smooth support experience.

The role requires 2–4 years of hands-on inbound voice support experience, strong English communication, and willingness to work night shifts. Proficiency with CRM tools like Salesforce or Zendesk is preferred.

Qualifications

• Experience in inbound voice customer support operations, preferably in BPO.
• Excellent verbal and written English communication with clear pronunciation.
• Willingness to work dedicated night shifts.
• Ability to diagnose issues and resolve queries on live calls.
• Familiarity with CRM software (Salesforce, Zendesk) and call center tools.
• Education: Higher Secondary or graduate degree.

Responsibilities

• Handle high-volume inbound customer calls for queries and resolution.
• Provide accurate product/service information and ensure smooth support experience.
• Log interactions and tickets in the CRM system.
• Diagnose and resolve issues or escalate to relevant teams when needed.
• Maintain high CSAT and NPS through quality call handling.
• Collaborate with QA, trainers, and team leads to improve performance.

Skills

Inbound call handling

Customer service

English communication

CRM familiarity

Multitasking

Team collaboration

Education

Higher Secondary (10+2) or Graduate

Tools

Salesforce

Zendesk

Job description

Walk-in Drive for Customer Support Executive / Sr. Executive Inbound Operations (Voice Process)

Work Location:Shollingnallur, Chennai

Shift - US Shift

Experience - 2 to 4 Years

Designation - Senior Process Executive

Interview Date: 14 Nov,26

Interview Timings: 11:00AM - 1:100PM

Interview Venue:

HCLTech, Tower 4- Elcot.

No 602/3 Elcot Economic Zone,Sholinganallur Village,Medavakkam High Road,Sholinganallur,Chennai - 600119

HR SPOC: Suryapriya

Job Overview

We are looking for an experienced Customer Support Executive to join our inbound voice operations team in Chennai. In this role, you will handle incoming calls from customers, resolve queries, provide accurate product/service information, and deliver a smooth support experience.

Key Responsibilities

• Inbound Call Handling: Manage high-volume incoming customer calls efficiently while maintaining quality standards and compliance protocols.
• Issue Resolution: Diagnose, troubleshoot, and resolve customer complaints or service requests on first contact (FCR) whenever possible.
• Customer Satisfaction: Deliver excellent service to maintain high CSAT and NPS scores across calls.
• System Logging: Accurately update customer details, interactions, call logs, and tickets in the CRM system.
• Escalation Management: Escalate complex issues or unresolved queries to appropriate internal teams or team leads for timely resolution.
• Team Collaboration: Work closely with quality analysts, trainers, and team leads to continuously improve call handling performance.

Requirements & Qualifications

• Experience: 2 to 4 years of proven hands-on experience in inbound voice customer support operations (International or Domestic BPO background preferred).
• Communication Skills: Excellent verbal and written English communication skills with clear pronunciation and active listening abilities.
• Shift Flexibility: 100% comfortable working dedicated night shifts.
• Problem-Solving Skills: Strong critical thinking, ability to multitask under pressure, and quick decision-making on live calls.
• Technical Aptitude: Familiarity with CRM software (e.g., Salesforce, Zendesk), call center tools, and basic computer applications.
• Education: Minimum Higher Secondary (10+2) or any Graduate degree.

Work Location & Benefits

Location: Chennai (On-site)

Perks: Night shift allowances, performance incentives, and career progression opportunities.