International Customer Support Associate – Voice Process

Gratitude Inc

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2 weeks ago

International Customer Support Associate – Voice Process

1-5 Year(s)

55 - 65 Thousand p.m

Bangalore

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Job Description

Key Skills

Customer Engagement B2 CEFR Excellent verbal & written communication 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

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