Location: Hyderabad

Experience: International Voice Process experience mandatory
Salary: Up to ₹7 LPA
Joining: Immediate joiners only
Education: Graduation mandatory
Shift: Rotational shifts, including night shifts

Job Summary

We are looking for customer-focused professionals with excellent English communication skills and international voice process experience to join our customer support team in Hyderabad. The role involves resolving customer queries related to software products, subscriptions, billing, and technical issues while identifying opportunities for cross-selling, upselling, and customer retention.

Key Responsibilities

• Handle international customer interactions through voice and other support channels, including chat and email.

• Resolve customer queries efficiently, ensuring high customer satisfaction and first-call resolution.

• Assist customers with software subscriptions, billing, invoices, refunds, cancellations, account access, and license-related issues.

• Troubleshoot basic software installation, activation, login, and device compatibility issues across Windows, macOS, iOS, and Android.

• Identify customer needs and recommend suitable upgrades, add-ons, and complementary products.

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

• Maintain accurate customer interaction records in CRM systems and follow up on pending cases within defined timelines.

• Identify root causes of customer issues through effective questioning, analytical thinking, and troubleshooting.

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

• Follow company policies, quality standards, and operational procedures.

• Share recurring customer issues and product feedback with the relevant teams.

Mandatory Requirements

• Graduation is mandatory.

• Prior experience in an International Voice Process is compulsory.

• Excellent verbal and written English communication skills.

• English proficiency at B2 level or above under the CEFR framework; C1 proficiency is preferred.

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

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

• Must be an immediate joiner.

• Must be willing to work from Hyderabad.

• Salary expectation must be within ₹7 LPA.

• Must be comfortable working in rotational shifts, including night shifts. This is non-negotiable.

Good to Have

• Experience supporting SaaS or software products.

• Basic troubleshooting knowledge of Windows, macOS, iOS, and Android.

• Experience with CRM tools, subscription management, billing support, and customer retention.

• Exposure to consultative selling and technology-based customer support.

Ideal Candidate Profile

Candidates with international voice customer support experience, excellent English communication, proven upselling or cross-selling skills, and strong problem-solving abilities will be preferred.

Interested candidates who meet all the mandatory requirements can apply. Immediate joiners only.