Customer Support Associate · Voice Process

Job Summary We are looking for customer-focused Customer Support Associates for our Inbound Voice Process with prior knowledge or hands-on experience using Tally or similar accounting/billing software. The role involves handling incoming customer calls, understanding billing, accounting, GST, inventory, and product-related queries, and providing accurate resolutions while ensuring a smooth customer experience. The ideal candidate should have good working knowledge of Tally, strong communication and problem-solving skills, and the ability to understand customers' business requirements and guide them effectively on myBillBook.

Key Responsibilities

• Handle inbound customer calls and provide timely and accurate assistance.
• Understand customer queries, identify the root cause, and provide appropriate resolutions.
• Assist customers with billing, invoicing, inventory, GST, accounting, and other product-related queries.
• Use prior Tally/accounting software knowledge to understand customer workflows and explain relevant myBillBook features effectively.
• Guide customers on product features, functionality, account-related queries, and issue resolution.
• Help customers understand workflows related to invoices, purchases, sales, inventory, receivables/payables, and business reports.
• 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.