Associate Voice Support

The Customer Service Executive (CSE) will be responsible for delivering high-quality customer support through inbound and outbound interactions for a leading utility provider in India. The role requires strong communication skills adherence to defined processes and the ability to handle customer queries complaints and service requests efficiently while maintaining a professional and courteous approach.

ELIGIBILITY CRITERIA

1. EDUCATIONAL QUALIFICATION:
   • Graduate (preferred)
   • HSC candidates may be considered with minimum 12 months of relevant experience
2. WORK EXPERIENCE:
   • Minimum 12 months of experience in inbound contact center processes
   • Must have an excellent performance rating in previous role
3. PRELIMINARY SCREENING
   • Must clear a Written General Aptitude Test
4. LANGUAGE PROFICIENCY
   • English: Mandatory (Written & Spoken)
   • Hindi & Marathi: Mandatory (Spoken)
   • Additional regional language will be an advantage
   • Candidates must pass a language proficiency test (written spoken)
5. COMPUTER TYPING SKILLS
   • Minimum typing speed: 28 WPM (English)
   • Maximum 3 attempts allowed; average score will be considered
6. VOICE & ACCENT ASSESSMENT
   • Must clear Voice & Accent Test (VNAT)
   • Evaluation parameters include:
     1. Pronunciation
     2. Clarity
     3. Intonation
     4. Accent neutrality
     5. Includes simulation of real call center scenarios
7. FINAL INTERVIEW
   • Final selection subject to interview by client
   • Client reserves the right to accept/reject candidates

KEY RESPONSIBILITIES

1. Customer Handling
   • Provide accurate and timely information to customers/prospects via call center channels
   • Handle Customer Complaints Queries and Service Requests (CQS) effectively
     1. Service Delivery
        • Ensure responses are:
          1. Professional
          2. Courteous
          3. Time-bound
        • Adhere strictly to SOPs and ISO-defined processes
          1. Customer Relationship Management
             • Build and maintain strong customer relationships
             • Deliver a positive customer experience in every interaction
               1. Process Adherence
                  • Follow all operational procedures guidelines and updates issued by the organization
                    1. System Usage & Data Management

• Efficient use of CRM systems such as Salesforce and SAP
• Accurately log and update all customer interactions
• Ensure proper call tagging in IVR systems
  1. Coordination & Follow-ups
     • Liaise with internal departments for issue resolution
     • Ensure timely follow-ups and feedback closure
       1. Reporting & Documentation
          • Maintain and submit daily reports
          • Ensure accurate documentation of all activities
            1. Team Collaboration
               • Report to the Team Leader
               • Work collaboratively with team members to meet performance targets

KEY SKILLS & COMPETENCIES

• Excellent verbal and written communication skills
• Strong customer orientation and problem-solving ability
• Good typing and system navigation skills
• Ability to work under pressure and meet deadlines
• Attention to detail and process compliance

OTHER REQUIREMENTS

• Willingness to work in rotational shifts including night shifts
• Flexibility to work on weekends and public holidays as per business requirements
• Comfortable working in a 24x7 contact center environment
• Ability to handle high-call volumes and work under pressure
• Strong customer-centric attitude with a positive and empathetic approach
• Willingness to adhere to strict process guidelines quality standards and compliance requirements
• Openness to continuous learning training and skill enhancement programs
• Basic computer proficiency (MS Office CRM tools email handling etc.)
• Good listening skills and presence of mind to handle challenging customer interactions
• Ability to work both independently and as part of a team
• High level of punctuality discipline and attendance adherence
• Ability to multitask between systems while handling live customer interactions
• Must have a working PC & internet connectivity (at home) in case WFH is required due to any emergency.

Required Experience:

IC