Associate-voice

Associate Customer Care – Voice (Work From Home)

Industry: IT Services & Consulting

Department: Customer Service – International

Employment Type: Work From Home

Interested Candidates

Applicants can share their resumes at: shine.albert@hcltech.com

Role Overview

The Associate Customer Care professional is responsible for delivering exceptional customer service by handling complex customer interactions and resolving escalated issues. This role directly contributes to achieving high customer satisfaction and strong Net Promoter Scores (NPS). In addition to customer interaction, the position involves supporting team development through coaching, feedback, and training.

A service-oriented mindset, strong communication skills, and a commitment to continuous improvement are essential for ensuring seamless customer experiences.

Key Responsibilities

• Manage complex inbound and outbound customer calls with professionalism and accuracy.
• Resolve escalated issues using strong analytical, communication, and problem‑solving skills.
• Follow escalation protocols for matters beyond individual scope while maintaining high first‑call resolution.
• Monitor customer interactions to ensure quality standards and compliance with procedures.
• Provide constructive feedback and coaching to team members to enhance performance.
• Support training and onboarding of new hires, promoting a collaborative and growth‑focused environment.
• Contribute to process improvement initiatives to enhance call handling efficiency and customer satisfaction.

Required Skills & Competencies

• Strong understanding of customer service principles and a customer‑first mindset.
• Excellent verbal and written communication skills.
• Ability to analyze problems, identify root causes, and implement effective solutions.
• Familiarity with performance metrics, SLAs, and quality benchmarks.
• Strong adherence to company policies, confidentiality, and ethical standards.

Must-Have Skills

• Customer Focus
• Customer Satisfaction Management
• Customer Service Support
• Verbal Communication
• Written Communication