Walk-in | Subject Matter Expert

Hexaware Technologies; Bhopal; On-site; INR 250,000 - 350,000; Full time

Job summary

Hexaware Technologies in India is seeking a capable Floor Support/Voice Process executive to assist Customer Service Associates and handle escalated queries. You will support agents, resolve complex issues, and drive customer satisfaction while ensuring adherence to quality standards.

You will guide team members on policies, document issues, and contribute to process improvements. The role requires strong English communication and a professional, customer-focused attitude, including willingness

Qualifications

• Minimum 1 year of Voice Process/Customer Service experience.
• Excellent verbal communication skills in English.
• Strong customer-handling and problem-solving skills.
• Experience in handling escalations and complex customer queries.
• Good process knowledge with the ability to guide and support team members.
• Professional, positive, and customer-focused attitude.
• Comfortable working in rotational shifts, including night shifts.
• Candidates with prior SME/Floor Support experience will be preferred.

Responsibilities

• Provide floor support and process guidance to Customer Service Associates.
• Handle complex and escalated voice customer queries professionally.
• Assist agents in resolving customer concerns and improving customer satisfaction.
• Ensure adherence to quality, productivity, and process standards.
• Support the team in handling difficult or irate customers effectively.
• Identify recurring issues and share process improvement suggestions.
• Ensure accurate documentation and timely escalation of customer concerns.
• Guide team members on process updates, policies, and best practices.

Skills

Verbal English communication

Customer-handling

Problem solving

Escalation handling

Process knowledge

Attitude: professional and customer‑f0

Night shift readiness

SME/Floor support experience

Job description

Role & responsibilities

• Provide floor support and process guidance to Customer Service Associates.
• Handle complex and escalated voice customer queries professionally.
• Assist agents in resolving customer concerns and improving customer satisfaction.
• Ensure adherence to quality, productivity, and process standards.
• Support the team in handling difficult or irate customers effectively.
• Identify recurring issues and share process improvement suggestions.
• Ensure accurate documentation and timely escalation of customer concerns.
• Guide team members on process updates, policies, and best practices.

Preferred candidate profile

• Minimum 1 year of relevant Voice Process/Customer Service experience is mandatory.
• Excellent verbal communication skills in English.
• Strong customer-handling and problem-solving skills.
• Experience in handling escalations and complex customer queries.
• Good process knowledge with the ability to guide and support team members.
• Professional, positive, and customer-focused attitude.
• Comfortable working in rotational shifts, including night shifts.
• Candidates with prior SME/Floor Support experience will be preferred.