Customer Service Executive- International Voice_Hyderabad

Job Title: International Voice – Technical Support & Sales

Location: Hyderabad
Experience: International Voice Process experience mandatory
Joining: Immediate Joiners only
Education: Graduation mandatory
Shift: Rotational shifts, including night shifts – non-negotiable
Work Mode: Work from Office

Key Responsibilities

• Handle international customer queries through voice and chat and provide first-call resolution.

• Deliver excellent customer service while meeting sales and customer-retention objectives.

• Troubleshoot issues related to SaaS/software products, subscriptions, billing, refunds, invoices and account access.

• Assist customers with login, password recovery, account verification and device-limit issues.

• Support software download, installation, activation and deployment across Windows, iOS, Android and MacOS.

• Guide customers on plan features, upgrades, downgrades, add-ons and license usage.

• Identify and drive cross-sell, upsell and retention opportunities based on customer requirements.

• Diagnose technical issues through effective questioning and root-cause analysis.

• Document customer interactions accurately in CRM and follow up on open cases within 24 hours.

• Handle complex and undocumented issues using troubleshooting techniques and available resources.

• Maintain operational and sales KPIs while following defined processes.

• Report recurring issues, customer feedback and feature requests to supervisors.

• Stay updated on software products, features and technical knowledge.

Mandatory Requirements

• Graduate candidate.

• International voice process experience is mandatory.

• Excellent English communication skills.

• English proficiency of B2 or higher; C1 is preferred.

• Immediate joiner only.

• Hyderabad work location.

• Salary expectation within ₹7 LPA.

• Willingness to work rotational shifts, including night shifts.

• Experience in upselling/cross-selling in a customer service environment.

Good to Have

• Minimum 1 year of troubleshooting experience across Windows, iOS, Android and MacOS.

• SaaS/software technical support experience.

• International customer handling experience.

• Strong analytical, diagnostic and problem-solving skills.