Job Code: 425831
Location: Hyderabad
Experience: International Voice Process experience mandatory
Salary: Up to ₹7 LPA
Education: Graduation mandatory
Joining: Immediate joiners only
Shift: Rotational shifts, including night shifts (mandatory)

Job Overview

We are looking for customer-focused professionals with excellent English communication skills and experience in international voice processes. The role involves providing customer support for SaaS software and technology products, resolving technical and account-related queries, and identifying opportunities for cross-selling, upselling, and customer retention.

Key Responsibilities

• Handle international customer queries through voice and chat channels.

• Resolve customer issues effectively, aiming for first-call resolution.

• Assist customers with subscriptions, billing, cancellations, refunds, invoices, and account access.

• Support software installation, activation, downloads, password recovery, and device-related issues.

• Troubleshoot basic technical issues across Windows, iOS, Android, and macOS platforms.

• Understand customer needs and recommend relevant upgrades, add-ons, and complementary products.

• Achieve cross-selling, upselling, customer satisfaction, and operational performance targets.

• Document customer interactions accurately in CRM systems and follow up on open cases within 24 hours.

• Diagnose customer problems through active listening, targeted questions, and root-cause analysis.

• Handle escalations professionally while maintaining empathy and a customer-first approach.

• Follow established processes, policies, and quality standards.

• Report recurring issues, customer feedback, and product improvement opportunities to supervisors.

• Stay updated on software features, product knowledge, and troubleshooting procedures.

Required Skills

• Mandatory experience in an international voice process.

• Excellent spoken and written English communication.

• English proficiency of at least B2 under the CEFR framework; C1 is preferred.

• Experience in cross-selling and upselling in a customer service environment.

• Strong troubleshooting, analytical, and problem-solving skills.

• Good customer service and relationship management skills.

• Ability to explain technical information clearly and professionally.

• Experience with customer handling, escalation management, and CRM documentation.

• Customer retention and consultative selling skills.

• Basic knowledge of SaaS products and software applications is preferred.

• Exposure to Windows, iOS, Android, and macOS troubleshooting is an advantage.

Education and Experience

• Graduation is mandatory.

• International voice process experience is compulsory.

• Relevant experience in customer support, technical support, or sales-oriented customer service is preferred.

• Candidates with experience in software subscriptions, billing support, and technology products will be preferred.

Mandatory Eligibility Criteria

• Must be an immediate joiner.

• Must have international voice process experience.

• Must possess excellent English communication skills.

• Must be willing to work rotational shifts, including night shifts.

• Must be willing to work from the Hyderabad location.

• Salary expectations must be within ₹7 LPA.

Interested candidates who meet all mandatory requirements are encouraged to apply.