Customer Service Executive / Technical Support Executive

Job Description

We are hiring customer-focused professionals for Customer Service and Technical Support roles, supporting international customers through voice and chat channels. The ideal candidates will have international voice experience, excellent communication skills, and strong problem-solving abilities. Responsibilities include resolving customer concerns at first contact, providing technical assistance where applicable, and delivering a positive customer experience while meeting operational and business targets.

Job Details

• Location: Hyderabad

• Experience: Relevant experience required

• Grade: BPO Z / 1 / 2 / 3

• Salary: Up to ₹9 LPA

• Notice Period: Immediate joiners only (0 days)

Requirements

• Graduate from a reputed university or equivalent relevant experience.

• Undergraduates with at least 18 months of relevant experience may also apply.

• Prior international voice process experience is required.

• Excellent verbal and written communication skills, with the ability to interact professionally with global customers.

• English proficiency at B2 level or above is required; C1 proficiency under the CEFR framework is preferred.

• For EMEA language roles, C1 proficiency in the primary language and B2 or above in English are preferred.

• Strong active listening, empathy, customer engagement, and interpersonal skills.

• Ability to explain technical information clearly and in a customer-friendly manner.

• Strong analytical and diagnostic skills to identify issues, ask relevant questions, and determine root causes.

• Candidates with technical support experience are encouraged to apply for the Technical Support Voice role.

Key Responsibilities

• Handle customer queries and concerns through international voice and chat channels, aiming for first-contact resolution.

• Deliver a positive customer experience while balancing service quality, technical support, and sales objectives.

• Diagnose customer-reported issues by asking targeted questions and identifying the underlying cause.

• Use product knowledge, user guides, and available reference materials to troubleshoot and resolve customer issues.

• Communicate solutions clearly and maintain professionalism, empathy, and a customer-focused approach, including during difficult or escalated interactions.

• Document customer interactions accurately in the CRM system and track open cases through to resolution, ideally within 24 hours.

• Follow established processes, policies, and procedures while meeting operational targets and service standards.

• Work towards achieving individual and team KPIs, including applicable sales targets.

• Ensure efficient case handling, timely follow-up, and consistent service delivery.

Other Details

• Immediate availability is mandatory. Candidates must have a zero-day notice period.

• Strong communication and problem-solving skills are essential for both Customer Service and Technical Support positions.

• Previous experience handling international customers through voice support is a key requirement.