Customer Support Executive – Voice Process

Job Description: Customer Support Executive – Voice Process

Company: Tech Mahindra
Department: Customer Support / Customer Experience
Job Title: Customer Support Executive – Voice Process
Location: Noida, Uttar Pradesh
Experience: 0–2 Years (Freshers Can Apply)
Industry: IT Services / Business Process Management (BPM)

Job Summary

The Customer Support Executive – Voice Process is responsible for handling customer calls, understanding customer concerns, providing accurate information, and resolving queries efficiently. The role involves managing inbound and/or outbound calls, maintaining customer records, coordinating with relevant departments, and ensuring a positive customer experience while meeting assigned quality, productivity, and customer satisfaction targets.

Key Responsibilities

• Handle inbound and outbound customer calls according to business requirements.
• Listen carefully to customer concerns and provide appropriate solutions.
• Explain products, services, policies, and processes clearly and professionally.
• Resolve customer queries and complaints within the defined service timelines.
• Record customer interactions, complaints, and resolutions accurately in the CRM system.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Maintain professional communication and follow proper call-handling etiquette.
• Achieve assigned targets for call quality, productivity, resolution time, and customer satisfaction.
• Follow company policies, standard operating procedures, and client-specific guidelines.
• Maintain customer confidentiality and protect sensitive information.
• Coordinate with internal teams to ensure timely resolution of customer issues.
• Provide a consistent, courteous, and customer-focused service experience.

Candidate Requirements

• Graduate or undergraduate candidates may apply, depending on the process requirements.
• Freshers and candidates with 0–2 years of experience in customer service, telecalling, or call-center operations are eligible.
• Good verbal communication and active listening skills.
• Basic computer knowledge and typing proficiency.
• Strong customer-handling and problem-solving abilities.
• Ability to remain calm and professional while handling difficult customers.
• Customer-focused attitude and willingness to work in a target-oriented environment.
• Willingness to work rotational shifts, including night shifts or weekends, if required.
• Willingness to work on-site at the Noida location.

Required Skills

• Voice Process and Call Handling
• Customer Support and Customer Service
• Verbal Communication Skills
• Active Listening
• Query Resolution and Complaint Handling
• Problem-Solving Skills
• Customer Relationship Management (CRM)
• Customer Satisfaction and Retention
• Basic Computer Knowledge and Typing
• Call Documentation and Data Entry
• Time Management and Multitasking
• Professional Communication and Team Coordination

Key Objective

To deliver efficient and high-quality customer support by handling calls professionally, resolving customer issues, maintaining accurate records, and achieving customer satisfaction and operational performance targets in accordance with Tech Mahindra's service standards.

Pay: ₹300,000.00 - ₹400,000.00 per year

Work Location: In person