Walk-in | Voice Process Executive

IntouchCX; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

IntouchCX in Hyderabad is seeking customer-focused Customer Service Representatives to handle inbound and outbound voice calls, resolve issues, and ensure a positive customer experience.

The role emphasizes excellent verbal communication, problem-solving, empathy, and adherence to service standards, with opportunities to grow within a fast-paced environment.

Qualifications

• Excellent verbal communication skills and interpersonal abilities.
• Strong problem-solving and active listening.
• Customer-first attitude with commitment to service quality.
• Ability to handle escalations calmly and professionally.
• Accurate documentation of customer interactions and resolutions.
• Comfort with fast-paced environments and rotational shifts.

Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to inquiries and resolve issues promptly.
• Communicate information about products, services, policies, and processes.
• Build customer trust through empathy, active listening, and effective verbal communication.
• Investigate customer concerns and provide appropriate resolutions within defined service standards.
• Handle customer complaints, escalations, and critical situations with patience and professionalism.
• Maintain accurate records of customer interactions, concerns, and resolutions in internal systems.
• Follow call-handling procedures, quality guidelines, and customer service standards.
• Ensure compliance with company policies, processes, and regulatory requirements.
• Meet defined performance metrics, including customer satisfaction, call quality, productivity, and resolution targets.

Skills

Excellent verbal communication

Active listening

Problem-solving

Customer-focused

Documentation accuracy

Multitasking

Shifts availability

Basic computer knowledge

Job description

International Voice Process Customer Support - IntouchCX

We are looking for customer-focused and detail-oriented Customer Service Representatives to join our operations team. In this role, you will provide exceptional customer support through inbound and outbound voice calls, addressing customer inquiries, resolving issues, and ensuring a positive customer experience.The ideal candidate should have excellent verbal communication skills, strong problem-solving abilities, and a customer-first approach. The candidate must be comfortable handling customer interactions in a fast-paced environment while maintaining professionalism, empathy, and high service quality

Role & responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer inquiries and resolve issues promptly while maintaining high customer satisfaction.
• Clearly communicate information related to products, services, policies, and processes.
• Build customer trust through empathy, active listening, and effective verbal communication.
• Investigate customer concerns and provide appropriate resolutions within defined service standards.
• Handle customer complaints, escalations, and critical situations with patience and professionalism.
• Maintain accurate records of customer interactions, concerns, and resolutions in internal systems.
• Follow call-handling procedures, quality guidelines, and customer service standards.
• Ensure compliance with company policies, processes, and regulatory requirements.
• Meet defined performance metrics, including customer satisfaction, call quality, productivity, and resolution targets.

Preferred candidate profile

• Excellent verbal communication and interpersonal skills.
• Strong active listening and problem-solving abilities.
• Customer-focused attitude with a commitment to delivering excellent service.
• Ability to handle difficult conversations and customer escalations calmly.
• Good attention to detail and accurate documentation skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Willingness to work flexible shifts, including weekends and rotational shifts, if required.
• Basic computer knowledge and the ability to navigate customer service tools and systems.