International Voice Process – Customer Support & Sales
Gratitude IncInternational Voice Process – Customer Support & Sales
Job Description
Key Skills
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Location: Hyderabad
Experience: 1–5 Years
Salary: Up to ₹7 LPA
Employment Type: Full-Time
Shift: Rotational Shifts, including Night Shifts
Work Mode: Work from Office
Job Overview
We are hiring experienced and customer-focused professionals for an International Voice Process – Customer Support & Sales role in Hyderabad. The ideal candidate should have mandatory experience in handling international voice processes, excellent English communication skills, strong customer-handling abilities, and experience in cross-selling or upselling.
The role involves providing exceptional customer support for SaaS/software products, resolving customer queries, troubleshooting technical and account-related issues, and identifying opportunities to recommend relevant products, upgrades, add-ons, or services based on customer requirements.
Key Responsibilities
Handle inbound customer interactions from international customers through voice and other supported channels.
Provide professional, accurate, and customer-friendly responses to customer queries.
Aim for First Call Resolution (FCR) by understanding customer concerns and resolving issues during the first interaction wherever possible.
Handle customer queries related to subscriptions, billing, cancellations, refunds, invoices, plans, upgrades, downgrades, add-ons, and license usage.
Assist customers with account access issues such as login problems, password recovery, account verification, and multiple-account scenarios.
Guide customers with software download, installation, activation, and device-limit-related issues.
Provide basic troubleshooting support for Microsoft Windows, iOS, Android, and MacOS environments.
Identify the root cause of customer issues by asking relevant and targeted questions.
Use product knowledge, user guides, reference materials, and available resources to resolve known and complex customer issues.
Handle undocumented or complex problems using structured troubleshooting and problem-solving techniques.
Maintain a professional, empathetic, and customer-focused approach during challenging or escalated interactions.
Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions in the CRM system.
Follow up on open cases within the required timelines and ensure proper case closure.
Identify customer needs and recommend suitable plans, upgrades, complementary products, add-ons, or services.
Drive cross-selling and upselling opportunities while maintaining a customer-first approach.
Understand customer goals and provide consultative recommendations aligned with relevant software and technology solutions.
Balance customer service objectives with sales targets and business requirements.
Achieve defined KPIs, quality parameters, productivity targets, customer satisfaction goals, and sales targets.
Report recurring issues, product concerns, feature requests, and emerging customer trends to supervisors or relevant teams.
Participate in continuous learning and stay updated on product features, software solutions, processes, and support guidelines.
Follow all organizational policies, procedures, quality standards, and operational guidelines.
Communication Requirements
Excellent verbal and written English communication skills are mandatory.
Candidates should be comfortable communicating with international/global customers.
English proficiency of B2 or higher under the CEFR framework is required; C1 level is preferred.
Strong active listening, empathy, articulation, and professional communication skills are essential.
Ability to explain technical information clearly and in a customer-friendly manner.
Ability to manage tone, professionalism, and communication effectively during difficult or escalated interactions.
Technical & Customer Support Skills
Experience in customer support, technical support, international voice process, or SaaS support is preferred.
Basic troubleshooting knowledge across Windows, iOS, Android, and MacOS is an advantage.
Knowledge of software installation, activation, account access, subscriptions, billing, and licensing is preferred.
Strong analytical and diagnostic skills with the ability to identify root causes and provide appropriate solutions.
Ability to independently research and resolve customer issues using available resources.
Sales Skills
Previous experience in upselling or cross-selling within a customer service environment is required.
Ability to identify sales opportunities during customer interactions.
Comfortable recommending relevant products, plans, upgrades, add-ons, or services.
Strong goal orientation and ability to meet or exceed sales and operational KPIs.
Ability to use a consultative approach while keeping the customer's needs at the center of every interaction.
Education & Experience
Graduation is mandatory.
Candidates with relevant experience and strong communication skills will be considered.
International voice process experience is mandatory.
Experience in customer service, technical support, SaaS support, sales, upselling, or cross-selling will be an added advantage.
Mandatory Requirements
Graduate candidate.
International voice process experience is mandatory.
Excellent English communication skills.
Immediate joiner only.
Willing to work from the Hyderabad office.
Willingness to work in rotational shifts, including night shifts, is mandatory and non-negotiable.
Experience in cross-selling or upselling in a customer service environment.
Salary expectations should be within ₹7 LPA.
Role
Customer Service Executive
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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