Customer Service BPO - Voice & Chat Roles

Tech Mahindra Business Services is actively seeking enthusiastic and dedicated individuals to join our team as a Customer Service BPO - Voice & Chat specialist. This exciting role is based in our vibrant Pune office and offers a fantastic opportunity to kickstart or advance your career in customer support within a global IT and business services leader. As a Customer Service BPO - Voice & Chat professional, you will be the front line of our client interactions, providing exceptional support and resolving inquiries through both voice and chat channels.

We are looking for individuals with a strong command of English and a passion for delivering outstanding customer experiences. While the role is initially office-based, there's an exciting opportunity for eligible candidates supporting our UK process to transition to a Work From Home model after completing six months of comprehensive training. Join us and contribute to a team that values immediate impact and continuous growth!

Key Responsibilities

• Effectively handle inbound and outbound customer inquiries via voice and chat, providing accurate and timely information.
• Diagnose, troubleshoot, and resolve customer issues and concerns with a high degree of professionalism and empathy.
• Maintain detailed and accurate records of all customer interactions and transactions within the CRM system.
• Adhere strictly to process guidelines, service level agreements (SLAs), and quality standards.
• Escalate complex issues to the appropriate internal teams for advanced support and resolution.
• Actively participate in training programs to enhance product knowledge and service delivery skills.
• Contribute to a positive team environment by collaborating effectively with colleagues and supervisors.
• Ensure customer satisfaction by going the extra mile to address their needs and provide comprehensive solutions.

Requirements

• Minimum of 1 year of experience in customer service, BPO, or a related client-facing role.
• Exceptional verbal and written English communication skills, with the ability to articulate clearly and concisely.
• Strong problem-solving abilities and a keen attention to detail.
• Proficiency in basic computer operations and comfortable navigating multiple applications simultaneously.
• Flexibility to work in rotational shifts, including UK, US, or AUS time zones, as per business requirements.
• A proactive attitude with a strong commitment to customer satisfaction and service excellence.
• Ability to thrive in a fast-paced, dynamic work environment.

What We Offer

• A competitive annual salary package ranging from ₹2.9 LPA to ₹6 LPA, with a potential 30% hike on your last CTC for experienced candidates.
• Immediate joining opportunities to quickly integrate into our dynamic team.
• Performance-based incentives and bonuses that reward your hard work and dedication.
• Exposure to global clients and diverse business processes, enhancing your career trajectory.
• A clear path for career growth and professional development within Tech Mahindra Business Services.
• Potential for a Work From Home option after 6 months of training for candidates assigned to the UK process.
• A supportive and collaborative work environment that encourages learning and innovation.