Customer Service Executive- International Voice_Hyderabad

Gratitude Inc

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1 week ago

Customer Service Executive- International Voice_Hyderabad

1-5 Year(s)

Hyderabad

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Job Description

Key Skills

Customer Service Problem Solving Technical Support IOS Development International voice Process voice process skills technical problem solving Windows Server Strong English Communication Skills CRM Tools Inbound Calling Basic troubleshooting • Should have exposure to International customer base SaaS support

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Job Title: International Voice – Technical Support & Sales

Location: Hyderabad
Experience: International Voice Process experience mandatory
Joining: Immediate Joiners only
Education: Graduation mandatory
Shift: Rotational shifts, including night shifts – non-negotiable
Work Mode: Work from Office

Key Responsibilities

Handle international customer queries through voice and chat and provide first-call resolution.
Deliver excellent customer service while meeting sales and customer-retention objectives.
Troubleshoot issues related to SaaS/software products, subscriptions, billing, refunds, invoices and account access.
Assist customers with login, password recovery, account verification and device-limit issues.
Support software download, installation, activation and deployment across Windows, iOS, Android and MacOS.
Guide customers on plan features, upgrades, downgrades, add-ons and license usage.
Identify and drive cross-sell, upsell and retention opportunities based on customer requirements.
Diagnose technical issues through effective questioning and root-cause analysis.
Document customer interactions accurately in CRM and follow up on open cases within 24 hours.
Handle complex and undocumented issues using troubleshooting techniques and available resources.
Maintain operational and sales KPIs while following defined processes.
Report recurring issues, customer feedback and feature requests to supervisors.
Stay updated on software products, features and technical knowledge.

Mandatory Requirements

Graduate candidate.
International voice process experience is mandatory.
Excellent English communication skills.
English proficiency of B2 or higher; C1 is preferred.
Immediate joiner only.
Hyderabad work location.
Salary expectation within ₹7 LPA.
Willingness to work rotational shifts, including night shifts.
Experience in upselling/cross-selling in a customer service environment.

Good to Have

Minimum 1 year of troubleshooting experience across Windows, iOS, Android and MacOS.
SaaS/software technical support experience.
International customer handling experience.
Strong analytical, diagnostic and problem-solving skills.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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