1. Handle incoming and outgoing voice calls in a professional and courteous manner .
2. Listen carefully, identify customer needs, and provide accurate information, support, or resolution .
3. Document all interactions in CRM or ticketing systems and update customer records
4. Troubleshoot basic issues; escalate technical or complex cases when necessary
5. Meet Service Level Agreements (SLAs) and performance metrics like call handling time, first-contact resolution, and CSAT
6. Participate in training sessions, skill refreshers, and quality re-verification tests
7. Collaborate with other departments (e.g., QA, tech support, product) to resolve issues and suggest process improvements
8. Follow compliance standards: data security, SOPs, scripts, and information handling policies

Role: Customer Retention - Voice / Blended

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Voice / Blended

Education

UG: Graduation Not Required

About company

Tech Mahindra is a major Indian IT services and consulting powerhouse with global scale and a robust digital portfolio. It’s accelerating growth in BFSI, heavily investing in AI and cloud partnerships, and championing innovation via Makers Lab and projects like Project Indus. Its focus on sustainability and social impact, backed by awards like Terra Carta, underscores a broad and purpose-driven strategy. Tech Mahindra is an Indian multinational information technology services and consulting company. Part of the Mahindra Group, the company is headquartered in Pune and has its registered office in Mumbai. Tech Mahindra is a US$6.0 billion company[6][7] with over 158,000 employees across 90 countries.[4] The company was ranked #5 in Indias IT firms and overall #47 on Fortune India 500 list for 2019.