Customer Support Voice Process Executive

Company Description eClerx is a productized services company that combines skilled people, advanced technology, and strong domain expertise to help clients achieve better business results. The organization focuses on delivering high-quality solutions in technology, data analytics, and process management services. Its mission is to set the benchmark for client service and success within the industry. With a vision to be the innovation partner of choice, eClerx emphasizes continuous improvement and collaboration, offering growth opportunities for team members who are passionate about service excellence.
Role Description This is a full-time, on-site Customer Support Voice Process Executive role based in Mulshi. The role involves handling inbound and outbound customer calls, addressing inquiries, resolving issues, and providing accurate information about products and services. The executive will strive to ensure high levels of customer satisfaction by listening actively, identifying customer needs, and offering appropriate solutions or escalations. Daily tasks include documenting interactions in support systems, following defined processes, meeting performance targets, and collaborating with team members and supervisors to improve service quality. The role may also involve coordinating with technical or back-office teams to troubleshoot and resolve more complex customer problems.
Qualifications
Candidates should possess strong Customer Support and Customer Service skills to manage voice-based interactions professionally and empathetically.
Candidates should possess abilities in Customer Satisfaction and Online Support to ensure positive experiences across various support channels.
Candidates should possess Technical Support capabilities to understand basic technical issues and provide guided resolutions or timely escalations.
Strong verbal communication skills in English and relevant regional languages, with clear articulation and active listening.
Ability to work in a structured, target-driven environment with good time management and problem-solving skills.
Comfort with using computers, CRM tools, and call-handling software; prior contact center experience is an advantage.
Minimum high school diploma or equivalent; a degree in any discipline is preferred.
Willingness to work in rotational shifts, including weekends or holidays, as per business requirements.

Work arrangement
No