Process Associate – Operations Full Time

Job Title: Customer Support Executive – Inbound Voice Process
Company: Tecsox (Client)

Job Summary:
Tecsox is seeking dedicated and customer-focused individuals for the role of Customer Support Executive in our Inbound Domestic Voice Process. The primary responsibility of this role is to handle incoming customer calls, understand their concerns, and provide accurate and timely resolutions while ensuring a high level of customer satisfaction.

Key Responsibilities:

• Handle incoming calls from customers in a professional and courteous manner
• Identify customer needs, concerns, and issues effectively
• Provide accurate information, solutions, or troubleshooting steps based on company guidelines
• Resolve customer queries on the first call whenever possible
• Escalate complex issues to the relevant department when required
• Maintain proper documentation of customer interactions in the system
• Follow communication scripts and quality standards during calls
• Ensure customer satisfaction through clear communication and problem-solving skills

Required Skills & Qualifications:

• Excellent verbal communication skills in the required language(s)
• Strong listening and comprehension abilities
• Problem-solving and decision-making skills
• Basic computer knowledge and familiarity with CRM systems
• Ability to handle pressure and manage time effectively
• Customer-centric approach with a positive attitude

Eligibility Criteria:

• Minimum qualification: 10+2 / Graduate (preferred)
• Prior experience in a BPO or customer service role is an advantage (freshers can apply)

Work Environment & Benefits:

• Fixed/Rotational shifts (as per business requirements)
• Competitive salary with performance-based incentives
• Training and development programs
• Friendly and professional work environment
• Opportunities for career growth within the organization

Key Performance Indicators (KPIs):

• Call handling time (AHT)
• First call resolution (FCR)
• Customer satisfaction (CSAT) scores
• Quality assurance scores

Location:
Fully remote job (WFH) but shift will be allotted as per client requirements

This role is ideal for individuals who enjoy interacting with customers, solving problems, and delivering excellent service experiences.

Pay: ₹17,500.00 per month

Benefits:

• Flexible schedule
• Paid sick time
• Provident Fund

Work Location: Remote