Customer Service Executive (CSR) / Technical Support Executive (TSR)

Location: Hyderabad

Grade: BPO Z/1/2/3

Requirement ID: 436610

Salary: Up to ₹9 LPA

Notice Period: Immediate Joiners Only (0 Days)

Experience: International Voice Customer Service Experience Required

Job Summary

We are hiring Customer Service Executives (CSR) and Technical Support Executives (TSR) to support international customers.

Candidates must have excellent communication skills, strong problem-solving abilities, and experience handling international voice processes.

Applicants will be evaluated for either the CSR or TSR position based on their CV and relevant experience. Candidates with technical support experience may be considered for the Technical Support Voice opening.

Key Responsibilities

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• Resolve customer queries efficiently, aiming for First Call Resolution (FCR).
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• Deliver excellent customer experiences while balancing technical support and sales objectives.
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• Handle customer interactions professionally through voice and chat channels.
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• Identify customer concerns by asking relevant questions and determining the root cause.
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• Use product knowledge, user guides, and reference materials to troubleshoot and resolve customer issues.
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• Explain technical information clearly and in a customer-friendly manner.
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• Maintain accurate customer interaction records in CRM systems.
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• Follow up on open cases within 24 hours.
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• Handle challenging customer interactions with empathy and professionalism.
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• Meet or exceed operational targets, sales objectives, and performance KPIs.
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• Follow established processes, procedures, and quality standards.
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Required Skills & Experience

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• Previous international voice customer-service experience is mandatory.
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• Excellent verbal and written communication skills.
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• Strong active listening, empathy, and professional customer-handling skills.
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• Ability to communicate clearly with global customers.
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• Strong analytical, diagnostic, and problem-solving abilities.
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• Ability to ask targeted questions, identify issues, and determine root causes.
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• Good knowledge of customer-service processes and operational KPIs.
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• Ability to explain technical information in simple, understandable language.
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• Technical support experience is required for consideration for the TSR position.
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Language Requirements

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• Global English: B2 or higher is required; C1 or higher is preferred.
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• EMEA Languages: C1 or higher in the primary language, with English at B2 or higher.
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• Excellent communication skills are mandatory. C1 proficiency is preferred.
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Education

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• Graduation is compulsory.
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• Candidates must hold a degree from a recognised university or equivalent.
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Important Eligibility Criteria

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• Zero-day notice period only. Immediate joiners are required.
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• International voice experience is mandatory.
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• Candidates with technical experience may be considered for TSR; other suitable candidates may be evaluated for CSR.
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• Former and current TCS/Tata employees are not eligible to apply.
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