Customer Service Executive

Gratitude Inc

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1 month ago

Customer Service Executive

1-5 Year(s)

40 - 65 Thousand p.m

Hyderabad

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Job Description

Key Skills

Customer Relations Excellent verbal and written English communication skills

76 candidate(s) have already applied for this Job. Apply now

International Voice Process

TCS is hiring for an International Voice Process role in Hyderabad. Candidates with strong international customer support experience, excellent communication skills, and exposure to customer handling in a voice environment are encouraged to apply.

Location

Hyderabad

Salary

Up to ₹7 LPA

Experience Required

International Voice Process experience is mandatory
Experience in customer service, technical support, cross-selling, or upselling preferred

Notice Period

Immediate joiners only

Education

Graduation is mandatory
Undergraduates can be considered only if they have 18 months of relevant experience

Key Responsibilities

Customer Support & Resolution

Handle customer queries efficiently and aim for First Call Resolution (FCR)
Deliver excellent customer experiences across voice and chat channels
Resolve customer issues related to subscriptions, billing, cancellations, refunds, and invoices
Assist customers with account access, password recovery, verification, and login issues

Technical Support

Support application download, installation, activation, and device-related issues
Assist users across Windows, iOS, Android, and MacOS platforms
Troubleshoot technical issues using available tools, guides, and diagnostic skills

Sales & Customer Retention

Identify opportunities for cross-sell and upsell
Recommend relevant plans, upgrades, add-ons, and complementary products
Engage in consultative conversations aligned with customer needs

Case Management & Documentation

Maintain accurate records of customer interactions in CRM tools
Follow up on open cases within defined timelines
Report recurring issues, customer feedback, and product trends to internal teams

Required Skills

Communication Skills (Must Have)

Excellent verbal and written English communication
English proficiency should be B2 or higher (CEFR framework)
(C1 preferred)
Strong listening, empathy, and customer-handling skills
Ability to explain technical information clearly and professionally
Comfortable handling escalations and challenging customer interactions

Technical Skills (Good to Have)

Knowledge of SaaS/software product support
Experience troubleshooting Windows, iOS, Android, and MacOS environments
Understanding of software subscriptions, licensing, and account management

Problem Solving & Customer Handling

Strong analytical and troubleshooting skills
Ability to identify root causes through effective questioning
Experience in customer retention, upselling, or cross-selling preferred

Shift Requirement

Candidates should be comfortable working in rotational shifts including night shifts
This requirement is non-negotiable

Mandatory Requirements

Graduate candidate
International voice experience is mandatory
Excellent English communication skills
Immediate joiner
Comfortable with Hyderabad work location
Salary expectation within ₹7 LPA

Questionnaire Form

Please fill out the questionnaire form using the link below:

https://myglit.com/lateral/cref/6c73c2a065

Note: Filling out this form is mandatory for further process and profile consideration.

Role

Customer Service Executive

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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