Associate-Voice

Job Overview

The Associate Customer Care – Voice Process role at HCLTech is a remote customer support position within the IT services and consulting domain. The role involves managing voice-based interactions with customers, resolving queries, and delivering a high-quality service experience. Candidates are expected to communicate effectively, follow defined processes, and maintain performance standards in a fast-paced, customer-centric environment.

This opportunity is open to both freshers and experienced candidates across India and is ideal for individuals seeking work-from-home roles in customer service or international BPO operations.

Responsibilities

1. Manage inbound and outbound customer calls professionally
2. Address customer queries with accuracy and timely resolution
3. Handle escalations using structured problem-solving approaches
4. Maintain detailed records of customer interactions
5. Follow SOPs, SLAs, and escalation protocols
6. Ensure high levels of customer satisfaction and service quality
7. Work collaboratively with team members to improve efficiency
8. Participate in training and upskilling programs
9. Meet performance metrics such as call quality, resolution time, and customer satisfaction scores

Requirement

1. Graduation in any discipline from a recognized university
2. Prior experience in customer support/BPO is an advantage
3. Minimum: 18 years
4. Maximum: As per company policy
5. Strong verbal communication in English
6. Good written communication skills
7. Customer handling and issue resolution ability
8. Basic computer knowledge and typing proficiency
9. Time management and multitasking capability
10. Understanding of customer service principles and SLAs

Key Competencies

1. Customer-focused approach
2. Problem-solving mindset
3. Ability to work under pressure
4. Adaptability in a fast-paced environment

Salary & Benefits

1. Salary as per industry standards
2. Performance-based incentives
3. Shift allowances (if applicable)
4. Work-from-home flexibility
5. Health insurance coverage
6. Paid leaves and holidays
7. Career growth opportunities
8. Training and development programs
9. Employee engagement initiatives

To work effectively in this remote role, candidates must have a properly configured laptop or desktop, along with a stable high-speed internet connection to ensure uninterrupted communication. A headset with a microphone is essential for handling voice interactions clearly, and a quiet, distraction-free workspace is required to maintain professionalism during calls. Additionally, having a power backup is recommended to avoid disruptions during work hours.

Selection Process

1. Resume screening
2. HR interview
3. Voice and communication assessment
4. Final interview
5. Offer rollout

Application Process

1. Prepare an updated resume highlighting communication and customer service skills
2. Email your resume to: shine.albert@hcltech.com
3. Use subject line: Associate Customer Care Voice
4. Wait for recruiter response

Pro Tip

1. Practice spoken English and communication skills
2. Be confident and clear during interviews
3. Understand real-world customer service scenarios
4. Prepare for common HR and situational questions
5. Ensure a professional remote working setup