Voice Process Executive

About the role

We are seeking a customer‑focused, energetic Voice Process Executive to join our Customer Support team. The role involves handling both inbound and outbound calls, resolving queries, and ensuring a high level of customer satisfaction while adhering to performance and quality standards.

Key responsibilities

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Understand customer concerns and provide timely, accurate, and effective resolutions.
• Deliver exceptional customer service while maintaining a positive experience.
• Accurately record interactions and update information in the CRM system.
• Escalate unresolved or complex issues to the appropriate team or supervisor.
• Meet daily, weekly, and monthly performance targets related to productivity, quality, and satisfaction.
• Follow company policies, SOPs, and compliance requirements.
• Maintain confidentiality of customer information and company data.
• Build and maintain positive relationships with customers through effective communication.
• Adhere to work schedules, shift timings, and service‑level agreements.

Required profile

• Bachelor's degree in any discipline.
• 0–3 years of experience in BPO, customer service, or call centre environments.
• Excellent verbal communication skills in English, with proficiency in Telugu and Hindi.
• Basic computer proficiency, including MS Office applications and internet usage.
• Good typing speed and data entry abilities.
• Willingness to work rotational, weekend, and night shifts as required.

Required skills

• MS Office applications.
• CRM tools and customer support platforms.
• Data entry proficiency.