Technical Support Executive & Customer Service Executive – International Voice

Skill Required: Technical Support Executive and Customer Service Executive
Location: Hyderabad
Grade: BPO Z/1/2/3
Requirement ID: 395361 / 394864


Education:
• Graduate from a reputed university or equivalent experience in a relevant field. Or Undergrad with relevant experience for 18 months (Must Have).

Language Requirements:
• Excellent communication and interpersonal skills Global English to be C1 or higher using the CEFR framework. (Excellent Comm Skills is Must have, C1 is good to have).
• EMEA Languages to be C1 or higher for the primary language and English needs to be B2 . (Excellent Comm Skills is Must have, C1 is good to have).

This is for CSR and TSR role and we need candidates with International voice experience

Key Responsibilities
• First Call Resolution: Efficiently handle customer queries and resolve issues during the first contact wherever possible.
• Deliver exceptional customer experiences that balance technical support and sales objectives.
For Those with Technical Experience can apply for Technical Support Voice Opening

Communication Skills (Critical Requirement)
• Exceptional verbal and written communication skills to interact professionally with global customers across multiple channels (phone and chat).
• English needs to be B2 or higher (Excellent Comm Skills must have, C1 is good to have).
• Ability to convey technical information in a clear, concise, and customer-friendly manner.
• Strong active listening and empathy to understand customer concerns and provide effective solutions.
• Skilled in managing tone and maintaining professionalism during challenging or escalated interactions.


Customer Handling & Escalation (Good to Have):
• Case Documentation & Tracking: Record all customer interactions accurately within the CRM system and follow through on open cases within 24 hours.
• Strong analytical and diagnostic skills: Ability to identify the problem area of the reported issue by asking relevant, targeted questions, and accurately determining the root cause for effective troubleshooting and resolution (Must Have).

Problem Solving (Must have):
• Utilize product knowledge, user guides, and reference materials to solve known customer issues.

• Operational Excellence: Work towards achieving operational goals while adhering to all processes and procedures.
• Goal Orientation: Focused on meeting or exceeding sales targets and KPIs.
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