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

• EDUCATIONAL QUALIFICATION:
  • Graduate (preferred)
  • HSC candidates may be considered with minimum 12 months of relevant experience
• WORK EXPERIENCE:
  • Minimum 12 months of experience in inbound contact center processes
  • Must have an excellent performance rating in previous role
• PRELIMINARY SCREENING
  • Must clear a Written General Aptitude Test
• 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)
• COMPUTER TYPING SKILLS
  • Minimum typing speed: 28 WPM (English)
  • Maximum 3 attempts allowed; average score will be considered
• VOICE & ACCENT ASSESSMENT
  • Must clear Voice & Accent Test (VNAT)
  • Evaluation parameters include:
    • Pronunciation
    • Clarity
    • Intonation
    • Accent neutrality
    • Includes simulation of real call center scenarios
• FINAL INTERVIEW
  • Final selection subject to interview by client
  • Client reserves the right to accept/reject candidates

KEY RESPONSIBILITIES

• Customer Handling
  • Provide accurate and timely information to customers/prospects via call center channels
  • Handle Customer Complaints, Queries, and Service Requests (CQS) effectively
    • Service Delivery
      • Ensure responses are:
        • Professional
        • Courteous
        • Time-bound
      • Adhere strictly to SOPs and ISO-defined processes
        • Customer Relationship Management
          • Build and maintain strong customer relationships
          • Deliver a positive customer experience in every interaction
            • Process Adherence
              • Follow all operational procedures, guidelines, and updates issued by the organization
                • 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
  • Coordination & Follow-ups
    • Liaise with internal departments for issue resolution
    • Ensure timely follow-ups and feedback closure
      • Reporting & Documentation
        • Maintain and submit daily reports
        • Ensure accurate documentation of all activities
          • 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.