Job Code: 425831
Location: Hyderabad
Experience: International Voice Process experience is mandatory
Salary: Up to ₹7 LPA
Education: Graduation mandatory
Notice Period: Immediate joiners only
Shift: Rotational shifts, including night shifts (mandatory)

Job Overview

We are looking for customer-focused professionals with international voice process experience, excellent English communication skills, and strong problem-solving abilities. The selected candidates will handle global customer queries related to software products, subscriptions, billing, account access, and technical troubleshooting while identifying opportunities for cross-selling and upselling.

The ideal candidate should be comfortable working in a fast-paced international customer service environment, meeting performance targets, and delivering an exceptional customer experience across voice and digital channels.

Key Responsibilities

1. Customer Support & Query Resolution

• Handle inbound customer interactions through international voice, chat, and email channels.

• Resolve customer queries efficiently, focusing on First Call Resolution (FCR) and customer satisfaction.

• Assist customers with subscriptions, billing, invoices, cancellations, refunds, and account-related concerns.

• Provide support for login issues, password recovery, account verification, and account access problems.

• Explain product features, subscription plans, upgrades, downgrades, add-ons, and license usage.

2. Technical Troubleshooting

• Diagnose technical issues by asking relevant questions and identifying the root cause.

• Assist customers with software installation, downloads, activation, and device-limit issues.

• Provide basic troubleshooting support across Microsoft Windows, Apple macOS, iOS, and Android platforms.

• Use product documentation, knowledge bases, user guides, and reference materials to resolve customer issues.

• Handle complex or undocumented issues using analytical thinking and structured troubleshooting techniques.

3. Sales, Cross-Selling & Upselling

• Identify opportunities to cross-sell complementary products and upsell premium plans or services.

• Understand customer requirements and recommend suitable software solutions and subscription options.

• Achieve sales, conversion, retention, and customer satisfaction targets.

• Maintain a customer-first approach while supporting business revenue objectives.

4. Customer Handling & Escalation Management

• Demonstrate empathy, active listening, and professionalism while handling customer concerns.

• Manage difficult conversations and escalated interactions effectively.

• Document customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.

• Track open cases and ensure timely follow-up, ideally within 24 hours as per process guidelines.

• Escalate unresolved issues to the appropriate teams and ensure proper case closure.

5. Operational Excellence & Reporting

• Meet established KPIs, including quality, productivity, customer satisfaction, FCR, and sales conversions.

• Adhere to operational procedures, compliance requirements, and service standards.

• Report recurring technical issues, customer feedback, and product improvement opportunities to supervisors.

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

Mandatory Requirements

• Graduation is mandatory.

• Previous experience in an international voice process is essential.

• Excellent verbal and written English communication skills.

• English proficiency of at least B2 under the CEFR framework; C1-level proficiency is preferred.

• Experience in cross-selling and upselling within a customer service environment is required.

• Strong analytical, diagnostic, troubleshooting, and problem-solving skills.

• Immediate joiners only.

• Must be willing to work from Hyderabad.

• Must be comfortable working rotational shifts, including night shifts.

• Salary expectations must be within ₹7 LPA.

Preferred Qualifications

• At least one year of experience troubleshooting Windows, macOS, iOS, and Android environments.

• Experience supporting SaaS or software-based products.

• Knowledge of subscription management, billing support, account services, and license management.

• Experience using CRM systems and ticketing tools.

• Consultative selling experience in a technical support or customer service environment.

• Candidates proficient in relevant EMEA languages may be considered where applicable, with strong English communication skills.

Required Skills

• International Voice Customer Support

• Excellent English Communication

• Customer Service & Customer Experience Management

• First Call Resolution (FCR)

• Technical Troubleshooting

• SaaS Product Support

• Cross-Selling & Upselling

• Consultative Selling

• Customer Retention

• Billing & Subscription Support

• Account Management & Login Troubleshooting

• Root Cause Analysis

• Analytical & Problem-Solving Skills

• CRM & Case Management

• Escalation Management

• Active Listening & Empathy

• KPI & SLA Management

• Multiplatform Software Support

Ideal Candidate Profile

The ideal candidate is a graduate with international voice process experience, excellent English communication, strong customer-handling skills, and proven cross-selling or upselling experience. Candidates must be immediate joiners, comfortable with technical troubleshooting, and willing to work rotational and night shifts from the Hyderabad location.

Important: International voice experience, graduation, excellent English communication, immediate availability, Hyderabad work location, salary within ₹7 LPA, and rotational/night-shift flexibility are non-negotiable requirements.