Customer support

About the Role

The Business Inbound Voice /Chat Agent is responsible for handling inbound calls and Chat from business customers, providing comprehensive support across billing, account management, products, and services. This role is critical in resolving customer issues efficiently while identifying value-added opportunities to drive sales, support revenue growth, and strengthen customer retention. Agents act as a key point of contact for business customers, ensuring a high-quality service experience and contributing to overall commercial performance.

Key Responsibilities

• Manage inbound voice calls /Chat from business customers, addressing a wide range of enquiries.
• Provide support across key areas, including:
• Billing and payment enquiries
• Product and service support
• Handset and device assistance
• Retail-related queries
• Diagnose and resolve customer issues efficiently, ensuring minimal disruption to business operations.
• Identify and act on upselling and cross-selling opportunities to drive additional revenue.
• Promote relevant products, services, and solutions aligned with customer business needs.
• Maintain accurate and detailed records of all customer interactions within CRM systems.

Requirements & Tech Stack

• Inbound Sales Representative Associate - (Voice / Chat Process - International Process)
• Any Graduation / HSC Passed with 1 Year experience can apply.
• Experience: 1 to 7 years.
• Work Location: Mumbai, (Vikhroli-MDC2/Airoli-MDC7).
• Shift Timings: UK / US- Night Shift - (24*7) (Rotational week Off)
• Work Mode: Work from Office
• Familiarity with CRM systems and call handling platforms is beneficial.

Qualifications

• Associate-level experience in customer service, inbound sales, or business support roles (B2B experience preferred).
• Experience handling inbound calls in a contact centre or similar environment is advantageous.
• Excellent verbal communication skills with a professional and confident phone manner.
• Strong customer service orientation with the ability to build rapport with business customers.
• Commercial awareness and ability to identify sales and retention opportunities.
• Ability to multitask and manage call handling, system navigation, and documentation simultaneously.
• High attention to detail and accuracy when updating customer records.
• Resilience and ability to perform in a target-driven, fast-paced environment.

Benefits

• Transportation: Two-way Cab facility will be provided (Pick and drop location should be within Accenture Transportation boundary).