Customer Service Associate – Voice Operations (Mumbai)

Location: Mumbai, Maharashtra
Job Type: Full-Time
Work Mode: Work From Office (WFO)
Process: Voice Process
Industry: BPO / ITES

Job Summary

We are looking for customer-oriented and enthusiastic individuals to join our team as Customer Service Associates – Voice Operations in Mumbai. The selected candidates will be responsible for handling customer interactions over phone calls, addressing queries, resolving complaints, and ensuring a positive customer experience.

The ideal candidate should have excellent verbal communication skills, strong problem-solving abilities, and a passion for delivering quality customer service.

Key Responsibilities

• Handle inbound and/or outbound customer calls professionally and efficiently.

• Respond to customer queries related to products, services, billing, accounts, and general support.

• Provide accurate information and effective solutions to customer concerns.

• Resolve customer complaints while maintaining high customer satisfaction.

• Maintain proper documentation of customer interactions in CRM systems.

• Follow company policies, standard operating procedures (SOPs), and quality guidelines.

• Meet daily and monthly performance targets, including call quality, productivity, and customer satisfaction.

• Escalate complex customer issues to the appropriate departments.

• Ensure excellent customer experience through active listening and effective communication.

Required Skills

• Excellent verbal and written communication skills.

• Strong customer service and interpersonal skills.

• Good listening and problem-solving abilities.

• Basic computer knowledge and MS Office proficiency.

• Knowledge of CRM tools and call-handling systems is an advantage.

• Ability to manage high call volumes and multitask effectively.

• Professional telephone etiquette and customer-handling skills.

Eligibility Criteria

• Minimum qualification: HSC / Graduate (as per process requirements).

• Freshers and experienced candidates can apply.

• Prior experience in BPO, customer service, or voice-based processes will be an added advantage.

• Good command of English and/or relevant regional languages.

• Willingness to work in rotational shifts, including weekends and holidays, if required.

Desired Candidate Profile

• Customer-focused with a positive and professional attitude.

• Strong communication and relationship-building skills.

• Ability to handle difficult customers calmly and professionally.

• Target-oriented and adaptable to a fast-paced work environment.

• Willingness to learn and follow process guidelines.

Work Location: Mumbai, Maharashtra
Work Setup: Work From Office (WFO)