Customer Support Associate - Voice

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.