International Voice Customer Support Executive

About the role

Gratitude India is hiring International Voice Customer Support Executives in Hyderabad for a permanent position. The role involves interacting with global customers by phone, resolving product and service queries, giving technical assistance and identifying opportunities for cross-selling and upselling. The work is office-based, on rotational shifts including night shifts, and immediate joiners only.

Key responsibilities

• Handle inbound international customer calls and resolve them effectively.
• Aim for high first-call resolution and customer satisfaction.
• Help customers with subscriptions, billing, refunds, cancellations and account queries.
• Provide basic troubleshooting for software installation, activation, login and device compatibility.
• Recommend upgrades, add-ons and complementary products and meet cross-selling, upselling, quality and productivity targets.
• Maintain accurate interaction records in CRM systems and follow up pending cases within timelines.
• Handle escalations professionally while keeping customer confidence.

Required profile

• Graduation is mandatory.
• Mandatory international voice process experience.
• Excellent English communication (minimum B2 CEFR; C1 preferred).
• Comfortable working in Hyderabad and on rotational shifts including night shifts.
• Salary expectation within 7 LPA and immediate availability to join.

Required skills

• Customer handling and problem solving, with strong active listening and empathy.
• Experience in cross-selling and upselling.
• Ability to troubleshoot issues and identify root causes.
• Advantageous: SaaS or software product support, knowledge of Windows, macOS, iOS and Android, subscription-based products and CRM tools.