International Voice Process – Customer Support & Sales

Location: Hyderabad
Experience: International Voice Process experience mandatory
Notice Period: Immediate Joiners Only
Salary: Up to ₹7 LPA
Education: Graduation Mandatory

Role Overview

We are looking for candidates with strong international voice process experience to handle global customer interactions for SaaS/software products. The role involves customer support, technical troubleshooting, upselling/cross-selling, and ensuring excellent customer experience.

Key Responsibilities

• Handle international customer queries through voice, chat, and email.

• Provide First Call Resolution (FCR) by identifying and resolving customer issues efficiently.

• Troubleshoot issues related to subscriptions, billing, accounts, software installation, activation, and device access.

• Support customers across Windows, iOS, Android, and MacOS platforms.

• Handle cancellations, refunds, invoices, upgrades, downgrades, add-ons, and license-related queries.

• Identify and execute upselling and cross-selling opportunities.

• Maintain accurate case documentation and follow up on open cases.

• Diagnose customer issues using effective questioning and root-cause analysis.

• Escalate complex or recurring issues appropriately.

• Meet customer service, quality, productivity, and sales KPIs.

• Maintain professionalism, empathy, and a customer-first approach during challenging interactions.

Mandatory Requirements

• Graduate candidate.

• International Voice Process experience is mandatory.

• Excellent English communication skills; B2 minimum, C1 preferred.

• Strong customer handling and problem-solving skills.

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

• Strong troubleshooting and analytical skills.

• Immediate joiners only.

• Willingness to work in rotational shifts, including night shifts – non-negotiable.

• Willing to work from Hyderabad.

• Salary expectation should be within ₹7 LPA.

Good to Have

• 1+ year of experience troubleshooting Windows, iOS, Android, and MacOS.

• Experience supporting SaaS/software products.

• Knowledge of CRM/case management systems.

• Experience handling global/EMEA customers.

Questionnaire – Mandatory

Questionnaire Form: https://myglit.com/lateral/cref/6c73c2a065

IMPORTANT: Filling out the above questionnaire is MANDATORY to proceed with the recruitment process. Candidates who do not complete the form may not be considered for the next stage.