Voice Support Associate Chat & Email Operations

Voice Support Associate Chat & Email Operations Candidate Application: Full Name: Contact Number: Email Address: Current Location: Position Applied For: Qualification: Year of Passout: Candidate Category: Fresher / Experienced Willingness to Relocate: Yes / No Total Years of Experience: (If applicable) Current/Last Drawn Salary (Monthly/Annual): Notice Period: Job Description: Responsibilities: Handle blended customer support channels, responding primarily to email queries and live web chats while conducting necessary outbound or inbound voice calls for complex case resolutions. Analyze customer requests, process service tickets, and provide accurate technical or transactional information adhering to Standard Operating Procedures (SOPs). Document all call summaries, email threads, chat transcripts, and ticket dispositions accurately in CRM databases. De-escalate customer concerns using empathetic verbal communication and clear, grammatically precise written responses. Coordinate with back-office, technical, or logistics teams to resolve escalated cases within defined Service Level Agreements (SLAs). Maintain operational benchmark targets, including Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT) scores, and call/chat quality compliance Required Skills: Strong verbal communication skills in English (and optional regional languages) coupled with strong written English capabilities. Balanced multitasking capabilities to switch smoothly between written chat/email tools and voice calls. Hands-on experience with CRM systems and ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud, Ameyo, Vicidial). Good analytical and problem-solving skills with strong attention to detail. Experience: 0 to 3 yrs Salary: Best in the Industries Immediate Joiner Mostly Preferred Interested Candidates Contact the HR ASAP Warm Regards, HR - Maria