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.