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ABOUT THE ROLE We're looking for a customer-first professional who can confidently handle both voice and non-voice support. You'll be the first point of contact for customers - resolving queries, managing tickets, and making every interaction count. WHAT YOU'LL DO Answer inbound calls and respond to emails with clarity and professionalism. Resolve customer queries, complaints, and requests on first contact wherever possible. Escalate complex issues to the right team and follow through to closure. Log all interactions accurately in the CRM. Meet SLAs consistently and maintain high call quality standards. Flag recurring customer pain points to help improve processes. WHAT WE'RE LOOKING FOR Strong verbal and written communication skills. A calm, empathetic approach especially with frustrated customers. Ability to multitask and stay composed under pressure. Basic computer proficiency and comfort with CRM tools. 12th pass or graduate in any discipline; BPO experience is a plus. Freshers with excellent communication skills are welcome to apply. HOW PERFORMANCE IS MEASURED Customer Satisfaction (CSAT) Average Handling Time (AHT) First Contact Resolution (FCR) Quality Audit Scores Attendance & Schedule Adherence