Customer Support Associate

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.