Time and Venue
1st September , 11.00 AM - 3.00 PM
14th Floor, Good Earth Trade Tower, Sector 62, Gurugram, Haryana 122098
Job description
Walk-in Drive
Venue: 14th Floor, Good Earth Trade Tower, Sector 62, Gurugram, Haryana 122098
Date and Time: 1st September 2026, 11:00 AM 3:00 PM
Walk in with your CV.
Role: Calling Agents - Customer Experience
Role Overview: We are looking for customer-centric, communicative, and detail-oriented Calling Agents to join our Customer Experience team. In this role, you will be the direct voice of our brand, handling inbound/outbound customer interactions, gathering Voice of Customer (VOC) feedback, and resolving inquiries efficiently. You will work closely with CX leadership to identify recurring friction points, reduce repeat contacts, and elevate overall customer satisfaction.
Role & responsibilities
Customer Interaction Management: Answer inbound calls, make outbound follow-up calls, and handle tickets while maintaining a high standard of professionalism and empathy.
Problem Resolution: Active listening to understand customer issues, execute troubleshooting steps, and strive for First Contact Resolution (FCR).
VOC & Feedback Collection: Capture structured customer feedback, survey data, and sentiment insights during calls to support continuous process improvements.
Data Logging & CRM Updates: Document contact details, resolution details, and escalation triggers accurately in CRM systems (e.g., Ameyo, Kapture, or internal tools).
Process Adherence: Follow operational workflows, escalation matrices, quality parameters, and communication guidelines to maintain high CSAT and SLA standards.
Cross-Functional Escalation: Route complex or unresolved complaints to tier-2 teams or product/operations leads while tracking tickets to full closure.
Preferred candidate profile
Experience: 0 to 2 years of relevant experience in a call center, customer support, or VOC role. Fresh graduates with strong communication skills are encouraged to apply.
Education: Bachelor's degree or equivalent in any discipline.
Communication Skills: Excellent verbal and written communication in English; ability to de-escalate customer friction with patience.
Technical Proficiency: Basic knowledge of handling CRM tools, ticketing systems, and standard computer applications (Microsoft Excel / Google Sheets).
Problem-Solving Mindset: Good analytical ability to diagnose customer issues and identify underlying contact patterns.
Flexibility: Willingness to work in structured operational shifts and handle varying call volumes.
Role: Customer Success Associate
Industry Type: Miscellaneous
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success
Education
UG: Any Graduate
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