Associate/Senior Associate

3 days ago

Pune, Maharashtra, India Transencia Private Limited Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job Description

Job Title: Customer Support Executive - US Voice Process.

Location: Pune

Shift: Night Shift (Aligned with US Time Zones)

Employment Type: Full-time

Job Summary:We are looking for dedicated and persuasive Customer Support Executives for our US Voice Process. In this role, you will be responsible for handling inbound and outbound calls, speaking with US citizens who have suffered or come across major medical injuries due to motor vehicle accident. The potential candidate will also be responsible for qualifying leads for our legal partners.

This role combines customer service with lead generation and requires strong communication skills, empathy, and a goal-oriented mind-set.

Key Responsibilities:

  • Handle outbound and inbound calls to/from US-based customers.
  • Explain the legal services offered and assess the customer's eligibility based on the situation they have faced (e.g., personal injury, motor vehicle accidents, etc.).
  • Use a consultative approach to educate callers on their legal rights and guide them through the next steps.
  • Capture and validate lead information accurately in the system.
  • Follow scripts and compliance guidelines while maintaining a natural, empathetic tone.
  • Work closely with the team to meet or exceed daily and monthly targets for lead conversion.
  • Provide excellent customer experience with professionalism and sensitivity to the nature of the calls.
  • Report on call outcomes, objections, and feedback from potential leads.
  • Stay updated with legal service offerings and process changes.

Key Requirements:

  • Excellent spoken English and neutral or American accent.
  • Up to 5 years of experience in US voice process like customer service, sales, or lead generation. Freshers can also apply.
  • Strong communication, persuasion, and interpersonal skills.
  • Ability to remain calm and empathetic while handling sensitive conversations.
  • Comfortable working in night shifts aligned to US time zones.
  • Experience in the legal domain or knowledge of US legal rights (preferred but not mandatory).
  • Goal-driven and self-motivated with a focus on targets.

What We Offer:

  • Competitive salary with performance-based incentives
  • Health Insurance
  • Comprehensive training on legal processes, customer interaction and accent training.
  • Growth opportunities within a fast-paced legal support environment.
  • Supportive team culture and dynamic work environment.

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