Customer Support Executive – Voice Process (Mumbai)

Customer Support Executive – Voice Process

Location: Mumbai, Maharashtra
Process: Voice Process
Industry: BPO / Customer Service
Employment Type: Full-Time

Job Summary

We are looking for enthusiastic and customer-focused Customer Support Executives to join our voice process team in Mumbai. The ideal candidates should have excellent communication skills, a customer-first approach, and the ability to handle customer queries professionally over inbound and/or outbound calls.

Key Responsibilities

• Handle customer queries and provide support through inbound and/or outbound calls.

• Understand customer concerns and provide accurate resolutions within defined timelines.

• Maintain a professional and courteous approach during customer interactions.

• Resolve customer complaints, issues, and service-related requests effectively.

• Maintain accurate customer information and interaction records in CRM systems.

• Follow standard operating procedures (SOPs), quality guidelines, and service-level agreements (SLAs).

• Achieve defined targets related to call handling, customer satisfaction, and quality.

• Escalate complex issues to the appropriate department whenever required.

• Ensure a positive customer experience through effective communication and problem-solving.

Required Skills

• Excellent verbal communication skills.

• Good interpersonal and active listening skills.

• Customer service and customer relationship management.

• Problem-solving and conflict-resolution abilities.

• Basic computer knowledge and MS Office skills.

• Ability to handle customer queries and complaints.

• Basic knowledge of CRM tools and call-handling systems.

• Ability to work in a target-driven BPO environment.

Eligibility Criteria

• Graduate or undergraduate candidates may apply.

• Prior experience in customer service, voice process, or BPO is preferred.

• Freshers with strong communication skills may also be considered.

• Good command of English and/or the required regional language.

• Willingness to work in rotational shifts, including weekends, as per business requirements.

Desired Candidate Profile

• Customer-oriented with a positive attitude.

• Good telephone etiquette and professional communication.

• Ability to multitask and manage high call volumes.

• Flexible and adaptable to changing business requirements.

• Strong attention to detail and willingness to learn.

Work Location: Mumbai, Maharashtra
Work Mode: Work From Office (WFO), subject to project requirements.