Call Center Agent

5 days ago

Banjara Hills Hyderabad Telangana, India Expansure IT Solutions Private Limited Full time

**Overview**
We are looking for a **motivated, empathetic, and customer-focused call center agent** to join our U.S.based customer service team. In this role, you will be the **first point of contact** for clients, providing information, resolving inquiries, and ensuring an exceptional experience through phone and/or chat support.

**Key Responsibilities**
- Handle inbound calls from potential or existing clients courteously, professionally, and confidentially
- Conduct detailed intake interviews to gather essential client and case information, including personal details, incident facts, and supporting documentation
- Accurately enter all information into the firm’s case management system
- Ask clear, targeted follow-up questions to ensure complete and accurate data collection
- Assess case eligibility based on firm guidelines and forward qualified leads to legal staff for review
- Maintain knowledge of multiple case types (e.g., personal injury, workers' compensation, medical malpractice) to guide clients effectively
- Manage sensitive or emotionally charged conversations with empathy and discretion
- Follow scripts and legal intake procedures to remain compliant with legal and ethical standards
- Provide general information about the firm’s services without offering legal advice
- Meet performance goals for call volume, accuracy, and quality assurance

**Qualifications**
- **Minimum 2 years of international voice process is mandatory**:

- Strong communication and active listening skills
- Ability to handle high-volume calls in a professional, empathetic manner
- Excellent attention to detail and data entry accuracy
- Prior customer service, legal intake, or call center experience preferred
- Ability to maintain confidentiality and handle sensitive matters professionally

Pay: ₹25,000.00 - ₹40,000.00 per month

**Benefits**:

- Food provided
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

**Language**:

- English (preferred)

Work Location: In person

**Speak with the employer**
+91 9908732536

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