Live opening · Posted 10 days ago
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About The Opportunity
A fast-scaling customer experience solutions provider operating across India, we partner with global brands to deliver high-impact voice-based support and escalation resolution services. Our team thrives in dynamic, process-driven environments where clear communication, empathy, and problem-solving drive customer loyalty and operational excellence. We’re building a culture of accountability, growth, and real-time impact—for customers and our people.
Role & Responsibilities
Handle high-priority customer escalations via voice channels with professionalism, empathy, and resolution focus.
Adhere strictly to SLAs, escalation matrices, and process workflows to ensure timely and accurate case resolution.
Document every escalation interaction clearly in CRM tools, ensuring audit readiness and handover clarity.
Collaborate with cross-functional teams—including ops, QA, and support—to resolve systemic issues and reduce repeat escalations.
Provide real-time feedback on common pain points to improve service delivery and customer journey design.
Meet and exceed daily KPIs including First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT).
Skills & Qualifications
Must-Have
Clear普通话/English fluency (verbal & written) with professional communication tone
Experience in voice-based customer support or escalation handling
Proficiency in CRM platforms (e.g., Salesforce, Zendesk, Freshdesk)
Strong listening & active problem-solving under pressure
Comfort with shift work and adherence to strict compliance protocols
Basic MS Office (Excel, Word) for reporting & documentation
Preferred
Experience in BPO/KPO or enterprise customer service environments
Familiarity with quality assurance processes or audit-ready documentation
Basic understanding of service level agreements (SLAs) and performance KPIs
Benefits & Culture Highlights
Competitive salary up to ₹28,000/month + performance-based incentives
Structured career path with upskilling programs in customer experience & leadership
On-site workplace with modern infrastructure, team lunches, and recognition programs
Skills: empathy,communication,documentation,customer experience,escalation,accountability,customer
Work arrangement
No
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