Customer Service Representative/ Customer Service Lead (Voice Process)
Experience: 6 Months 5 Years
Employment Type: Full-time
Shift: Day Shift
Industry: Voice-based Customer Support / Contact Centre
Job Summary:
We are seeking a confident and customer-oriented Customer Service Representative / Customer Service Lead (Voice Process) to handle high-volume inbound and outbound calls, resolve customer concerns, and ensure a superior customer experience. The role requires excellent communication skills, call-handling expertise, and for senior candidates, the ability to lead voice support teams and manage escalations effectively.
Key Responsibilities:
Voice Process - Core Responsibilities:
- Handle high-volume inbound and outbound voice calls professionally and efficiently.
- Address customer queries, complaints, service requests, and follow-ups over calls.
- Provide accurate information regarding products, services, policies, and procedures.
- Ensure first call resolution (FCR) wherever possible.
- Maintain proper call etiquette, voice clarity, tone, and empathy during interactions.
- Meet daily and monthly call targets, talk time, AHT, and quality benchmarks.
- Document call details, outcomes, and action points in CRM or call management systems.
Customer Support & Issue Resolution:
- Resolve customer complaints within defined TAT and SLA.
- Identify customer concerns and offer appropriate solutions or alternatives.
- Escalate complex or unresolved issues to senior teams or management.
- Follow compliance guidelines and call scripts as per process requirements.
Team Handling & Lead Responsibilities (For Lead Role):
- Supervise and support a team of voice process executives.
- Handle escalation calls, irate customers, and critical issues.
- Conduct call monitoring, provide feedback, and support quality improvement.
- Assist in training and onboarding new voice agents.
- Ensure team adherence to call quality standards and process guidelines.
- Coordinate with QA, operations, and management teams.
Reporting & Performance Tracking:
- Track and report call performance metrics such as call volume, resolution rate, AHT, and CSAT.
- Analyze recurring customer issues and suggest process improvements.
- Support management with daily and weekly MIS related to voice operations.
Required Skills & Competencies:
- Excellent verbal communication skills with clarity and confidence.
- Strong customer-handling and objection-management skills.
- Ability to manage back-to-back calls in a fast-paced environment.
- Good listening skills and problem-solving ability.
- Working knowledge of CRM, dialer systems, and call logs.
- Leadership and coaching skills (mandatory for Lead role).
Qualification & Experience:
- Graduate / Undergraduate.
- 6 months 2 years of experience in voice process/call centre for CSR.
- 2 5 years of experience in voice process with team handling for Lead.
- Experience in BPO, contact centre, customer support, or service operations preferred.
Preferred Attributes:
- Neutral or clear accent with strong command over English/Hindi.
- Ability to handle pressure and difficult conversations.
- Willingness to work in rotational shifts.
- Customer-first mindset with a professional attitude.
Interested candidates can send their resumes to Email: [Confidential Information]
