Location: Hyderabad

Experience: 1–5 Years
Salary: Up to ₹7 LPA
Employment Type: Full-Time
Shift: Rotational Shifts, including Night Shifts
Work Mode: Work from Office

Job Overview

We are hiring experienced and customer-focused professionals for an International Voice Process – Customer Support & Sales role in Hyderabad. The ideal candidate should have mandatory experience in handling international voice processes, excellent English communication skills, strong customer-handling abilities, and experience in cross-selling or upselling.

The role involves providing exceptional customer support for SaaS/software products, resolving customer queries, troubleshooting technical and account-related issues, and identifying opportunities to recommend relevant products, upgrades, add-ons, or services based on customer requirements.

Key Responsibilities

• Handle inbound customer interactions from international customers through voice and other supported channels.

• Provide professional, accurate, and customer-friendly responses to customer queries.

• Aim for First Call Resolution (FCR) by understanding customer concerns and resolving issues during the first interaction wherever possible.

• Handle customer queries related to subscriptions, billing, cancellations, refunds, invoices, plans, upgrades, downgrades, add-ons, and license usage.

• Assist customers with account access issues such as login problems, password recovery, account verification, and multiple-account scenarios.

• Guide customers with software download, installation, activation, and device-limit-related issues.

• Provide basic troubleshooting support for Microsoft Windows, iOS, Android, and MacOS environments.

• Identify the root cause of customer issues by asking relevant and targeted questions.

• Use product knowledge, user guides, reference materials, and available resources to resolve known and complex customer issues.

• Handle undocumented or complex problems using structured troubleshooting and problem-solving techniques.

• Maintain a professional, empathetic, and customer-focused approach during challenging or escalated interactions.

• Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions in the CRM system.

• Follow up on open cases within the required timelines and ensure proper case closure.

• Identify customer needs and recommend suitable plans, upgrades, complementary products, add-ons, or services.

• Drive cross-selling and upselling opportunities while maintaining a customer-first approach.

• Understand customer goals and provide consultative recommendations aligned with relevant software and technology solutions.

• Balance customer service objectives with sales targets and business requirements.

• Achieve defined KPIs, quality parameters, productivity targets, customer satisfaction goals, and sales targets.

• Report recurring issues, product concerns, feature requests, and emerging customer trends to supervisors or relevant teams.

• Participate in continuous learning and stay updated on product features, software solutions, processes, and support guidelines.

• Follow all organizational policies, procedures, quality standards, and operational guidelines.

Communication Requirements

• Excellent verbal and written English communication skills are mandatory.

• Candidates should be comfortable communicating with international/global customers.

• English proficiency of B2 or higher under the CEFR framework is required; C1 level is preferred.

• Strong active listening, empathy, articulation, and professional communication skills are essential.

• Ability to explain technical information clearly and in a customer-friendly manner.

• Ability to manage tone, professionalism, and communication effectively during difficult or escalated interactions.

Technical & Customer Support Skills

• Experience in customer support, technical support, international voice process, or SaaS support is preferred.

• Basic troubleshooting knowledge across Windows, iOS, Android, and MacOS is an advantage.

• Knowledge of software installation, activation, account access, subscriptions, billing, and licensing is preferred.

• Strong analytical and diagnostic skills with the ability to identify root causes and provide appropriate solutions.

• Ability to independently research and resolve customer issues using available resources.

Sales Skills

• Previous experience in upselling or cross-selling within a customer service environment is required.

• Ability to identify sales opportunities during customer interactions.

• Comfortable recommending relevant products, plans, upgrades, add-ons, or services.

• Strong goal orientation and ability to meet or exceed sales and operational KPIs.

• Ability to use a consultative approach while keeping the customer's needs at the center of every interaction.

Education & Experience

• Graduation is mandatory.

• Candidates with relevant experience and strong communication skills will be considered.

• International voice process experience is mandatory.

• Experience in customer service, technical support, SaaS support, sales, upselling, or cross-selling will be an added advantage.

Mandatory Requirements

• Graduate candidate.

• International voice process experience is mandatory.

• Excellent English communication skills.

• Immediate joiner only.

• Willing to work from the Hyderabad office.

• Willingness to work in rotational shifts, including night shifts, is mandatory and non-negotiable.

• Experience in cross-selling or upselling in a customer service environment.

• Salary expectations should be within ₹7 LPA.