Customer support Voice

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Job Description – Process Executive (Customer Support – Voice)

Domain : ITES / BPO / KPO

Role : Process Executive – Customer Support (Voice)

Education : Any Graduate

Location : / Gurgaon

Work Mode : Permanent Work From Office

Shift Schedule : 24

• 7 Rotational (Night shift flexibility required)

Role Summary :

We are seeking skilled Process Executives for a Customer Support Voice process to manage customer interactions, resolve technical queries, and provide end-to-end support. The role requires excellent communication, problem-solving abilities, and familiarity with digital marketing tools.

Minimum Requirements :

DM Certification or Internship in Digital Marketing is mandatory to manage workflow.

Basic knowledge of Google Ads.

Excellent verbal and written communication skills.

Strong documentation and reporting abilities.

Good comprehension skills to accurately understand and articulate customer issues.

Ability to stay focused and handle customer issues through to resolution.

Strong composition skills with the ability to create clear, concise, and grammatically correct responses.

Comfortable working both independently and in a collaborative team environment.

Flexible with rotational shifts and work schedules.

Organized, detail-oriented, action-oriented, and self-disciplined.

Logical and rational approach to problem-solving.

Key Responsibilities :

Handle inbound and outbound customer support calls efficiently.

Resolve technically complex customer queries.

Manage escalation channels to deliver solutions for B2B queries.

Identify, detect, and track application defects and inconsistencies.

Maintain accurate records of customer interactions and issue resolutions.

Drive continuous improvement through root cause analysis and defect elimination.

Ensure high-quality service delivery and adherence to process guidelines.

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