F
Customer Support Associate_Voice Process
FloBiz
Bangalore
Full-Time
0.3 - 0.3 LPA
1–2 experience
Description
- Handle inbound customer calls and provide timely and accurate assistance.
- Understand customer queries, identify the root cause, and provide appropriate resolutions.
- Guide customers on product features, functionality, account‐related queries, and issue resolution.
- Take ownership of customer concerns and aim for resolution during the first interaction wherever possible.
- Accurately document customer interactions, resolutions, and required follow‐ups in the CRM/support system.
- Follow defined support processes, SOPs, and quality standards during customer interactions.
- Escalate technical or complex issues to the appropriate teams when required.
- Ensure timely follow‐up and closure of pending customer issues.
- Maintain a professional, empathetic, patient, and solution‐oriented approach during every interaction.
- Work towards achieving key customer support metrics such as customer satisfaction, quality, productivity, adherence, and resolution rate.
Eligibility Criteria
- 1–2 years of experience in inbound voice support, customer service, or a similar customer‐facing role.
- Excellent verbal communication skills.
- Strong listening, probing, and problem‐solving abilities.
- Ability to understand customer concerns and explain solutions clearly and simply.
- Basic proficiency in CRM, ticketing, or customer support tools.
- Comfortable working in a target‐ and metric‐driven customer support environment.
- Willingness to work in rotational shifts and on holidays/weekends based on business requirements.
- Strong customer‐first attitude with patience and empathy.
- Minimum qualification: Graduate.
About FloBiz
FloBiz is an Indian fintech company offering accounting and compliance solutions for SMEs, including GST filing and bookkeeping.