Voice and Chat Process, Entry

About the Role

eClerx Services Limited is hiring Customer Support Agents / Voice Analysts for its US Voice Process in Chandigarh. The role involves handling inbound calls from US customers, understanding their requirements, resolving queries, providing accurate information and solutions, and identifying relevant opportunities for cross-selling and upselling. The ideal candidate should have excellent English communication skills, strong listening and problem-solving abilities, a customer-focused approach, and the flexibility to work in rotational US shifts.

Key Responsibilities

• Handle inbound calls from US customers professionally and courteously.
• Understand customer requirements through effective listening and probing.
• Resolve customer queries accurately and efficiently.
• Provide appropriate information, assistance, and solutions.
• Identify relevant cross-selling and upselling opportunities.
• Maintain accurate records of customer interactions in CRM systems.
• Follow process guidelines, quality standards, and compliance requirements.
• Meet defined productivity, quality, and customer service targets.
• Maintain a professional and positive customer experience.
• Adapt effectively to a fast-paced international customer service environment.

Requirements & Tech Stack

• Basic computer and CRM knowledge
• CRM systems
• US Voice Process

Qualifications

• A bachelor’s degree in any discipline is mandatory. Candidates currently pursuing graduation are not eligible.
• Freshers are welcome to apply.
• Candidates with up to 1 year of experience may apply. Candidates with more than 1 year of experience are not eligible.
• Excellent verbal and written English communication skills.
• Strong customer handling and interpersonal skills.
• Comfortable communicating with international/US customers.
• Willingness to work in rotational US shifts, including night shifts.
• Comfortable working 100% from the office.
• Must be able to commute to the Chandigarh office.
• Strong active listening and problem-solving skills.
• Ability to work in a target-driven environment.

Location Criteria

• This position is strictly based in Chandigarh and requires candidates to work 100% from the office.
• Candidates must currently reside in: Chandigarh, Mohali, Panchkula, Zirakpur, and nearby Tricity areas.
• Candidates from distant locations or those requiring relocation to Chandigarh are requested not to apply.
• Candidates from South and central regions, please refrain from applying.