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TMB-PSPLUS - Customer Service - Inbound Voice Process
ConfidentialMumbai9 days ago
Job descriptionEducation : Minimum 10+2 or Graduate (any stream). Experience : 0–3 years in a voice-based customer service or BPO role (Freshers welcome). Language Proficiency : Fluent in [mention language(s) – e.g., English, Hindi, or regional language] . Typing Skills : Basic computer literacy and typing speed of 25+ WPM. Strong verbal communication and listening skills. Patience, empathy, and ability to handle customer stress. Positive attitude and customer-centric approach. Ability to multitask, prioritize, and manage time effectively. Willingness to work in rotational shifts / weekends / public holidays if required.
Key Responsibilities :
- Handle inbound calls from customers regarding products, services, orders, accounts, billing, or technical issues.
- Provide accurate, valid, and complete information by using the right tools and systems.
- Resolve customer queries or escalate issues to appropriate departments if needed.
- Maintain first call resolution (FCR) standards and meet quality & productivity KPIs .
- Document all call details accurately in the CRM / ticketing system.
- Follow call scripts, compliance protocols, and customer service procedures.
- Work in coordination with team leads and quality analysts to improve performance.
- Maintain confidentiality of customer data and adhere to data protection policies.
- Participate in team meetings, training, and continuous improvement activities.
Eligibility Criteria :
Skills & Competencies :
Skills Required
Crm, Sales, Ms Office, Problem Solving
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Customer Service • Mumbai