International Customer Support Associate – Voice Process
Gratitude IncInternational Customer Support Associate – Voice Process
Job Description
Key Skills
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Role: International Customer Support Associate – Voice Process
Location: Hyderabad
Experience Required: International Voice Process Experience Mandatory
Salary: Up to ₹7 LPA
Notice Period: Immediate Joiners Only
Education: Graduation Mandatory
Role Overview
We are looking for customer-focused professionals with strong international voice support experience to provide world-class customer service for SaaS software products. The role involves handling customer queries, troubleshooting technical issues, managing subscriptions and billing concerns, and identifying opportunities for customer retention, cross-selling, and upselling while maintaining a customer-first approach.
Key Responsibilities
Customer Support & Query Resolution
Handle inbound customer interactions through voice, chat, and email channels.
Resolve customer queries related to subscriptions, billing, cancellations, refunds, and invoices.
Deliver First Call Resolution (FCR) wherever possible.
Assist customers with account access issues including login support, password recovery, account verification, and multiple account management.
Technical Support
Support customers with software download, installation, activation, and licensing issues.
Assist licensed users across Microsoft Windows, MacOS, iOS, and Android platforms.
Troubleshoot technical issues by identifying root causes through effective questioning and diagnostics.
Utilize product knowledge, user guides, and troubleshooting resources to resolve customer concerns.
Sales & Customer Retention
Identify opportunities for customer retention, plan optimization, and value-added recommendations.
Promote complementary products, upgrades, and service enhancements based on customer needs.
Meet or exceed cross-sell and upsell targets while maintaining excellent customer experience standards.
Engage in consultative selling by understanding customer requirements and recommending suitable solutions.
Case Management & Reporting
Accurately document customer interactions in CRM systems.
Follow up on open cases within 24 hours and ensure timely resolution.
Report recurring issues, feature requests, and emerging trends to management.
Participate in ongoing learning and product training programs.
Required Skills
Communication Skills (Must Have)
Excellent verbal and written English communication skills.
CEFR English proficiency of B2 or higher (C1 preferred).
Strong active listening, empathy, and customer engagement skills.
Ability to explain technical concepts clearly and professionally.
Experience handling escalated customer interactions confidently.
Customer Service & Sales Skills
International voice process experience is mandatory.
Proven experience in cross-selling and upselling.
Strong customer handling and objection management skills.
Ability to work in a target-driven environment.
Technical Skills (Good to Have)
Experience supporting SaaS products.
Knowledge of Windows, MacOS, Android, and iOS environments.
Familiarity with software installation, activation, licensing, and troubleshooting.
Problem Solving Skills (Must Have)
Strong analytical and diagnostic capabilities.
Ability to identify root causes and provide effective resolutions.
Experience handling complex customer issues independently.
Mandatory Requirements
Graduate candidate.
International Voice Process experience is mandatory.
Excellent English communication skills.
Immediate joiner.
Hyderabad work location.
Salary expectation within ₹7 LPA.
Comfortable working in rotational shifts, including night shifts (non-negotiable).
Questionnaire Link
Please complete the questionnaire using the link below:
https://myglit.com/lateral/cref/fdd85ff844
Important Note
Filling out this form is mandatory for further processing. Profiles without a completed questionnaire will not be considered for the next stage of the recruitment process.
Role
Customer Service Executive
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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