Customer Support Executive (Voice and Chat)

About the Role

Novetum Private Limited is hiring six enthusiastic freshers for its Gulf Emirates BPO project. You will be the first point of contact for customers in the Gulf region, handling queries over phone and chat. No prior experience is needed, as full training is provided.

Key Responsibilities

• Handle customer calls and live chats in a polite, clear, and professional manner.
• Listen carefully to customer queries and provide accurate information and solutions.
• Hold a clear, engaging conversation of 7–10 minutes when required.
• Record every interaction accurately and update customer details in the system.
• Follow the scripts, process guidelines, and escalation steps shared during training.
• Escalate issues you cannot resolve to your supervisor or the right team on time.
• Work towards targets for quality, productivity, and customer satisfaction.
• Attend training sessions, take feedback positively, and keep improving.
• Keep customer information confidential and follow company and client policies.
• Follow shift timings and attendance requirements.

Requirements & Tech Stack

• Graduate or undergraduate in any discipline (final-year students may be considered).
• Good communication skills, both written (chat) and spoken (phone), with clear grammar and pronunciation.
• Ability to hold a conversation confidently for at least 7–10 minutes.
• Basic computer skills: MS Word, MS Excel, and an understanding of Windows applications.
• Reasonable typing speed and accuracy, with the ability to switch between chat windows and systems.
• Active listening, patience, and a positive, customer-first attitude.
• Ability to stay calm and polite with upset or difficult customers.
• Quick learner who is open to feedback and eager to grow.

Good to Have (Not Mandatory)

• Internship, part-time, or volunteering experience involving customer interaction.
• Working knowledge of Arabic or Hindi/Urdu in addition to English.
• Typing speed of 25 words per minute or above.
• Awareness of the culture and business etiquette of the Gulf region.
• Familiarity with tools such as Dialer (UXI Webfone), i-Cabbi software, VoIP, i-Cloud Server, PBX, Inbound Router, Chat Admin, Chatbots, and Admin Access.

Training and Growth

• Structured induction and process training before going live.
• On-the-job support from experienced team members and supervisors.
• Regular feedback, quality coaching, and skill development sessions.
• A growth path to Senior Executive, Subject Matter Expert, and Team Lead roles.

What We Offer

• Competitive starting compensation.
• A friendly, learning-focused work environment.
• A strong start to a career in the international BPO and customer experience industry.