Non-IT Voice and Non Voice process

Non-IT Voice and Non Voice process – Job Description

Location

Hyderabad, Telangana

Job Type

Full-Time

Experience

Freshers

Job Responsibilities

Data Entry & Management: Accurately input, update, and maintain customer, financial, or operational data into company databases, CRM systems, or internal tools with high precision.

Email & Chat Support: Respond to customer queries, complaints, and requests received via email, live chat, or ticketing systems (e.g., Zendesk, Salesforce) within established Service Level Agreements (SLAs).

Document Verification & Processing: Review incoming documents, forms, applications, or claims to ensure they meet compliance standards, company guidelines, and legal requirements.

Back-Office Operations

Handle administrative workflows such as claims processing, invoice reconciliation, account setup, or order fulfillment.

Quality & Error Auditing: Review completed processes or transactions to identify discrepancies, correct errors, and ensure adherence to quality benchmarks.

Reporting & Documentation: Compile daily, weekly, or monthly production reports detailing processing volumes, turnaround times, and pending tasks for management review.

• Voice Process (Customer Service, Support & Collections)

Voice roles involve direct verbal communication with customers over telephone channels to resolve issues, provide information, or handle transactions.

Inbound/Outbound Customer Support: Handle customer calls professionally, addressing inquiries, resolving complaints, and providing accurate information regarding products, services, or policies.

Issue Resolution & Troubleshooting: Listen actively to customer problems, diagnose root causes, and guide callers through step-by-step solutions or escalate complex issues to senior teams.

Order Processing & Account Management: Assist customers with placing orders, processing upgrades or cancellations, and updating account details securely over the phone.

Telemarketing & Lead Generation (if applicable): Reach out to prospective or existing clients to promote new products, pitch services, or upsell offerings based on customer needs.

Collections & Billing Support (if applicable): Contact customers regarding overdue accounts, negotiate payment arrangements or settlements professionally, and maintain financial recovery targets.

Adherence to Metrics: Maintain performance benchmarks such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.

Common Shared Responsibilities

Process Compliance

Strictly adhere to data privacy regulations, company security protocols, and standard operating procedures (SOPs).

Cross-Functional Collaboration: Coordinate with internal departments (such as IT support, billing, or senior management) to resolve escalated customer or operational bottlenecks.

Continuous Training

Attend product refreshers, compliance updates, and skill-enhancement workshops to stay aligned with organizational goals.

Required Skills

Written Communication: Excellent written English (and/or regional languages), ensuring clarity, correct grammar, professional tone, and empathy in emails or chats.

Voice Process: Required Skills

Voice roles require strong verbal communication, active listening, and composure under pressure.

Verbal Communication & Fluency: Clear speaking voice, good pronunciation, and strong command of the required language (English and/or local languages), devoid of heavy slang.

Active Listening: Ability to listen carefully to customer problems without interrupting, grasp root concerns quickly, and summarize issues back to the caller.

Customer-Centric & Empathetic Attitude: Patience and emotional intelligence to handle frustrated or irate customers calmly and professionally.

Problem-Solving & Decision Making: Quick thinking to troubleshoot issues or navigate company policies to find appropriate solutions within guidelines.

Call Control & Time Management: Ability to steer a conversation productively while keeping within targets like Average Handling Time (AHT).

Multitasking: Seamlessly talking to customers while navigating software screens, looking up knowledge bases, and typing notes simultaneously.

Core Common Skills (Both Processes)

Basic Computer Literacy

Comfortable using web browsers, switching between multiple applications, and navigating dual screens.

Adaptability & Trainability

Willingness to learn new processes, product updates, and software tools quickly during training periods.

Compliance & Integrity: Strict adherence to data privacy, confidentiality, and company security protocols (e.g., handling sensitive personal or financial information).

Typing Speed & Accuracy

High words-per-minute (WPM) typing speed with minimal error rates (typically 35–45+ WPM with 95%+ accuracy).

Data Comprehension & Entry

Ability to read, interpret, and accurately input data from various formats into CRMs or internal databases.

Attention to Detail

Meticulous eye for spotting errors, discrepancies in documents, or compliance risks during data or form processing.

Basic Software & Tool Proficiency: Comfort with MS Office (Excel, Word), Google Workspace, and ticketing/CRM software (e.g., Zendesk, Freshdesk, Salesforce).

Time Management

Ability to manage a queue of tickets or tasks efficiently to meet strict Service Level Agreements (SLAs).

Preferred Skills

• Preferred Skills: Non-Voice Process (Back-Office & Operations)

Candidates with these additional strengths are often preferred for complex data operations, financial back-office, or chat/email escalation desks

Advanced Excel & Data Tools: Familiarity with VLOOKUP, pivot tables, basic formulas, or data visualization tools (like Power BI) for reporting and data reconciliation.

Domain-Specific Knowledge: Prior exposure or certification in specific domains like Medical Coding/Billing, Insurance Claims Processing, Banking Operations, or KYC/AML compliance.

Multilingual Proficiency

Ability to read, write, and process content or