Job Title: Technical Support Executive and Customer Service Executive  

Industry: BPO / Customer Service  

Location: Hyderabad - Onsite  

Grade: BPO Z/1/2/3  

Requirement ID: 395361 / 394864  

Work Setup: Onsite  

Work Schedule: Shifting  

Employment Type: Full-time  

Salary Package: Up to 9 LPA  

Notice Period: 0 Days Only

Role Overview:  

We are hiring for CSR and TSR roles with International Voice experience. Candidates will be evaluated for both CSR and TSR positions based on their CV. Those with technical experience can apply for Technical Support Voice opening.

Key Responsibilities:

- First Call Resolution: Efficiently handle customer queries and resolve issues during first contact wherever possible

- Deliver exceptional customer experiences that balance technical support and sales objectives

- Case Documentation and Tracking: Record all customer interactions accurately within the CRM system and follow through on open cases within 24 hours

- Utilize product knowledge, user guides, and reference materials to solve known customer issues

- Work towards achieving operational goals while adhering to all processes and procedures

- Focused on meeting or exceeding sales targets and KPIs

Qualifications:

- Graduate from a reputed university or equivalent experience in a relevant field. Or Undergrad with 18 months of relevant experience. Graduation is compulsory

- Must have International Voice experience

- Excellent communication and interpersonal skills. Global English to be C1 or higher using the CEFR framework. Excellent communication skills is must have, C1 is good to have

- For EMEA Languages: Primary language to be C1 or higher and English needs to be B2. Excellent communication skills is must have, C1 is good to have

- English needs to be B2 or higher. Excellent communication skills is must have, C1 is good to have

- Strong active listening, empathy, and ability to convey technical information in a clear and customer-friendly manner

- Strong analytical and diagnostic skills: Ability to identify problem areas by asking targeted questions and determining root cause for effective troubleshooting and resolution. Must Have

- Skilled in managing tone and maintaining professionalism during challenging or escalated interactions