Customer Care Executive – Voice Process (Mumbai)

Location: Mumbai, Maharashtra
Employment Type: Full-Time
Work Mode: Work From Office (WFO)
Process: Voice Process
Industry: BPO / ITES

Job Summary

We are hiring enthusiastic and customer-focused individuals for the position of Customer Care Executive – Voice Process in Mumbai. The selected candidates will be responsible for handling customer calls, addressing service-related queries, resolving complaints, and providing timely and effective solutions.

The ideal candidate should have good communication skills, a customer-centric attitude, and the ability to handle customer interactions professionally in a fast-paced BPO environment.

Key Responsibilities

• Handle inbound and/or outbound customer calls professionally.

• Address customer queries regarding products, services, accounts, billing, and other service-related concerns.

• Provide accurate information and resolve customer issues within defined timelines.

• Handle customer complaints and ensure a satisfactory resolution.

• Maintain a polite, professional, and customer-friendly approach during calls.

• Record customer interactions, feedback, and resolutions accurately in CRM systems.

• Follow standard operating procedures (SOPs), quality parameters, and company policies.

• Achieve daily and monthly targets related to call handling, productivity, and customer satisfaction.

• Escalate unresolved or complex issues to the appropriate departments.

• Ensure a positive customer experience through effective communication and problem-solving.

Required Skills

• Excellent verbal communication and interpersonal skills.

• Strong customer service and customer-handling abilities.

• Good active listening and problem-solving skills.

• Basic computer knowledge and MS Office proficiency.

• Knowledge of CRM tools and call centre operations is an advantage.

• Ability to manage multiple customer queries and handle high call volumes.

• Good telephone etiquette and professional communication.

• Ability to work in a target-driven environment.

Eligibility Criteria

• Minimum qualification: HSC / Graduate, depending on process requirements.

• Freshers and experienced candidates are welcome to apply.

• Previous experience in customer service, BPO, call centre, or voice processes will be an added advantage.

• Good command of English and/or relevant regional languages.

• Willingness to work in rotational shifts, including weekends and holidays, as per business requirements.

Desired Candidate Profile

• Customer-oriented with a positive and approachable attitude.

• Ability to handle difficult customers patiently and professionally.

• Strong communication and interpersonal skills.

• Quick learner with good adaptability.

• Comfortable working in a fast-paced and performance-driven environment.

• Committed to delivering excellent customer service.

Work Location: Mumbai, Maharashtra
Work Setup: Work From Office (WFO)