Handle a high volume of inbound and outbound customer calls, resolve issues on the first contact, and maintain high quality and CSAT scores. Experienced executives are also expected to handle escalations, support newer team members, and contribute to process improvement.

Handle inbound and outbound calls professionally and resolve queries on the first call wherever possible Manage complex or escalated customer issues with empathy and clear ownership Meet or exceed KPIs: AHT, FCR, CSAT, quality score, adherence, and attendance Document every interaction accurately in the CRM or ticketing tool (Salesforce, Zendesk, Freshdesk, or similar) Follow up on pending tickets and coordinate with internal teams such as technical, billing, and back-office Identify upsell or cross-sell opportunities where the process allows Follow compliance, data-privacy, and quality guidelines Support new joiners through floor support or peer coaching, and give feedback to the team lead on recurring customer issues

Experience: 2+ years in a voice process (international or domestic BPO, banking, telecom, e-commerce, or technical support) Education: Any graduate or diploma holder (12th pass is accepted by some companies with relevant experience) Language: Excellent spoken English with a neutral accent (regional or foreign language skills are a plus) Typing: 25 to 30+ WPM with good accuracy Availability: Rotational shifts, including nights and weekends