Customer Support Associate_Voice Process

Job Summary We are looking for customer-focused Customer Support Associates for our Inbound Voice Process. The role involves handling incoming customer calls, understanding product-related queries or issues, providing accurate resolutions, and ensuring a smooth customer experience. The ideal candidate should have strong communication and problem-solving skills, patience while handling customer concerns, and the ability to take complete ownership of customer queries from initial contact through resolution. Key Responsibilities Handle inbound customer calls and provide timely and accurate assistance. Understand customer queries, identify the root cause, and provide appropriate resolutions. Guide customers on product features, functionality, account-related queries, and issue resolution. Take ownership of customer concerns and aim for resolution during the first interaction wherever possible. Accurately document customer interactions, resolutions, and required follow-ups in the CRM/support system. Follow defined support processes, SOPs, and quality standards during customer interactions. Escalate technical or complex issues to the appropriate teams when required. Ensure timely follow-up and closure of pending customer issues. Maintain a professional, empathetic, patient, and solution-oriented approach during every interaction. Work towards achieving key customer support metrics such as customer satisfaction, quality, productivity, adherence, and resolution rate. Requirements 1–2 years of experience in inbound voice support, customer service, or a similar customer-facing role. Excellent verbal communication skills. Strong listening, probing, and problem-solving abilities. Ability to understand customer concerns and explain solutions clearly and simply. Basic proficiency in CRM, ticketing, or customer support tools. Comfortable working in a target- and metric-driven customer support environment. Willingness to work in rotational shifts and on holidays/weekends based on business requirements. Strong customer-first attitude with patience and empathy. Minimum qualification: Graduate. Language Requirements Candidates should be proficient in English and Hindi. Knowledge of additional regional languages will be an added advantage. Work Location Bommanahalli / HSR Layout, Bengaluru