Voice & Mail Chat Process
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Industry & Sector: Remote role in the Business Process Outsourcing (BPO) / Contact Center and Customer Support sector serving consumer-facing clients across voice email and chat channels. This position supports high-volume inbound customer interactions and delivers SLA-driven service across multiple digital channels.
Primary Title: Customer Support Executive (Voice Email & Chat)
Join Rajputana Industries as a remote Customer Support Executive based in India working across voice email and live chat channels to resolve customer queries process requests and maintain high-quality service metrics for consumer-facing operations.
Role & Responsibilities
- Handle high-volume inbound calls emails and live chats to resolve customer issues accurately and within SLA targets.
- Log and manage tickets in the CRM/ticketing system update case notes and track resolution progress to closure.
- Follow escalation protocols for complex or unresolved issues and coordinate with cross-functional teams for timely resolution.
- Meet or exceed KPIs including FCR AHT CSAT and SLA adherence; proactively identify and act on trends to reduce repeat contacts.
- Provide clear empathetic communication and product/process guidance while ensuring data privacy and quality standards.
- Participate in training calibration sessions and continuous improvement initiatives to enhance service quality and efficiency.
Skills & Qualifications
Must-Have
- Inbound voice support
- Email support
- Live chat support
- CRM (Zendesk/Freshdesk/Zoho)
- Ticketing systems
- PBX/IVR systems
Preferred
- Escalation management
- SLA and KPIMonitoring
- Multilingual support
Benefits & Culture Highlights
- Fully remote work-from-home role with India-wide hiring and flexible shift options.
- Structured learning and upskilling programs regular coaching and performance-linked incentives.
- Fast-paced BPO environment with career progression into team lead and quality roles.
Why apply: This role is ideal for customer-focused professionals experienced across voice email and chat who want a remote-first opportunity in a structured BPO environment. We prioritize consistent coaching clear KPIs and opportunities to grow into supervisory and specialist roles.
Required Skills:
escalation managementticketing systemsemailchat
Key Skills
- EIGRP
- VOIP
- VMware
- Avaya
- BGP
- LAN
- OSPF
- QoS
- Project Planning
- Scripting
- Unity
- Troubleshooting
