Technical Support Executive (TSR) / Customer Service Executive (CSR)

Location: Hyderabad

Grade: BPO Z/1/2/3

Requirement ID: 436610

Salary Range: Up to 9 LPA

Notice Period: 0

Education

- Graduate from a reputed university or equivalent experience in a relevant field.

- Undergraduates with at least 18 months of relevant experience (Must Have).

- Graduation is compulsory.

Language Requirements

- Excellent communication and interpersonal skills.

- Global English proficiency at C1 or higher under the CEFR framework. Excellent communication skills are mandatory; C1 is good to have.

- For EMEA languages, C1 proficiency in the primary language and B2 proficiency in English are required. Excellent communication skills are mandatory; C1 is good to have.

Role Requirements

- This requirement is for both CSR and TSR roles.

- Candidates must have international voice experience.

- Candidates with technical experience can apply for the Technical Support Voice opening.

- Candidates will be evaluated for either the CSR or TSR position based on their CV. Both roles are suitable for qualified candidates.

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.

Communication Skills (Critical Requirement)

- Exceptional verbal and written communication skills to interact professionally with global customers across multiple channels, including phone and chat.

- English proficiency must be B2 or higher. Excellent communication skills are mandatory; 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.

- Ability to manage tone and maintain 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: Focus on meeting or exceeding sales targets and KPIs.