Responsibilities:

Customer Interaction:
Handle a high volume of inbound and outbound customer calls in a professional, courteous, and efficient manner.
Actively listen to customers to understand their needs, concerns, and issues.
Provide clear, concise, and accurate information regarding products, services, policies, and procedures.
Effectively de-escalate calls with frustrated or irate customers, maintaining a calm and empathetic demeanor.
Ensure a positive customer experience on every call.
Issue Resolution & Troubleshooting:
Identify, diagnose, and resolve customer issues related to products, services, billing, technical problems, or general inquiries.
Guide customers through troubleshooting steps or provide solutions based on established procedures and knowledge base articles.
Collaborate with other departments (e.g., Technical Support, Sales, Billing) to resolve complex customer issues that require cross-functional assistance.
Documentation & Data Management:
Accurately document all customer interactions, inquiries, and resolutions in the Customer Relationship Management (CRM) system.
Maintain and update customer records with relevant information.
Ensure compliance with data protection regulations and company policies while handling sensitive customer information.
Performance & Quality:
Meet or exceed individual and team performance targets and Key Performance Indicators (KPIs) such as average handling time, first call resolution, customer satisfaction (CSAT), and quality scores.
Adhere to established service level agreements (SLAs) and quality standards.
Actively participate in training sessions, coaching, and feedback sessions to continuously improve performance and skills.
Product Knowledge & Continuous Improvement:
Develop and maintain a comprehensive understanding of the company's products, services, and internal processes.
Stay updated on new product releases, service changes, and policy updates.
Identify recurring customer issues and provide feedback to management for process improvements or product enhancements.

Qualifications:

Education: High school diploma or equivalent is required. A Bachelor's degree is a plus.
Experience: Previous experience in a customer service role, particularly in a call center or voice process environment, is preferred. Freshers with excellent communication skills are also encouraged to apply.
Language Proficiency:
Excellent verbal communication skills in English (neutral accent preferred).
Proficiency in Hindi and/or a regional language (e.g., Telugu, Kannada, Tamil, Malayalam) relevant to the target customer base will be an added advantage.
Technical Skills:
Basic computer literacy and proficiency in using Microsoft Office Suite (Word, Excel).
Familiarity with CRM software and other customer support tools/ticketing systems.
Good typing speed and accuracy.