Customer Support Representative (Remote)

Job Title: Analyst/Senior Analyst Location: Noida (Sector 63)

Reports to: Team Leader / Process Manager

Process Type : 100% Inbound – Voice

Job Summary

We are seeking a motivated and articulate individual to handle customer interactions via voice calls. The role involves addressing customer queries, providing product/service information, resolving concerns, and ensuring a positive customer experience, while meeting defined quality and productivity standards.

Key Responsibilities

Handle 70–100 inbound customer calls per day related to banking products and services

Resolve Level 1 customer queries accurately within defined turnaround times

Provide clear information, service support, and ensure first-call resolution wherever possible

Follow all process guidelines, quality standards, and compliance requirements

Maintain high standards of attendance, productivity, and schedule adherence

Eligibility Criteria

Strong verbal communication skills with clear articulation

Hands-on experience managing high-volume inbound customer interactions in a contact centre environment

Willingness to work in a voice-based, customer-facing inbound process on a daily basis

Strong customer-centric attitude with a problem-solving mindset

Demonstrates patience, empathy, and active listening skills while handling customer queries

Ability to follow defined processes, scripts, and compliance guidelines

Open to a performance-driven work culture, including productivity, quality, and adherence metrics

Willingness to work in rotational shifts as per business requirements

Displays positive behaviour, resilience, and accountability in a fast-paced environment

Proven track record of good attendance and schedule adherence

Comfortable receiving feedback and coaching to improve performance

Should be reliable, disciplined, and professional at work

Qualifications

~ Minimum: 10+2 / Graduate in any discipline.

~3+ years of experience in voice process/customer service.

~ Experience in (BPO/BFSI/e-commerce/telecom) will be an advantage.

Shift & Work Environment

Shifts: 24/7 rotational shifts. Must be willing to work on Saturdays and Sundays as required.

Week Offs: Two days off per week, which may include split week offs based on business needs.