Customer Support Voice Process

4 weeks ago

Hyderabad, Telangana, India Axis Services Full time
Job Description

Key Responsibilities:

- Handle inbound and/or outbound voice calls to support customers
- Address customer concerns related to products, services, billing, orders, or technical issues
- Provide accurate and prompt information or resolution in a courteous manner
- Escalate unresolved issues as per process SOPs
- Maintain call logs and update CRM systems appropriately
- Achieve performance targets like AHT, FCR, CSAT, and call quality
- Follow communication scripts and compliance procedures strictly

Eligibility Criteria:

- Education: 12th Pass / Diploma / Any Graduate
- Experience: 03 years in voice-based customer support (preferred)
- Communication:
- Domestic Process: Good verbal communication in regional/local language + English
- International Process: Fluency in English with neutral accent
- Basic knowledge of computers and customer service etiquette
- Ability to work in shifts, including weekends if required

Key Skills Required:

- Good verbal communication and active listening
- Patience and empathy in handling customer issues
- Basic computer knowledge (MS Office, CRM tools)
- Multitasking and time management
- Positive attitude and team spirit

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