ABOUT THE ROLE
We're looking for a customer-first professional who can confidently handle both voice and non-voice support.
You'll be the first point of contact for customers - resolving queries, managing tickets, and making every interaction count.
WHAT YOU'LL DO
- Answer inbound calls and respond to emails with clarity and professionalism.
- Resolve customer queries, complaints, and requests on first contact wherever possible.
- Escalate complex issues to the right team and follow through to closure.
- Log all interactions accurately in the CRM.
- Meet SLAs consistently and maintain high call quality standards.
- Flag recurring customer pain points to help improve processes.
WHAT WE'RE LOOKING FOR
- Strong verbal and written communication skills.
- A calm, empathetic approach especially with frustrated customers.
- Ability to multitask and stay composed under pressure.
- Basic computer proficiency and comfort with CRM tools.
- 12th pass or graduate in any discipline; BPO experience is a plus.
- Freshers with excellent communication skills are welcome to apply.
HOW PERFORMANCE IS MEASURED
- Customer Satisfaction (CSAT)
- Average Handling Time (AHT)
- First Contact Resolution (FCR)
- Quality Audit Scores
- Attendance & Schedule Adherence
