EXL hiring for Freshers in Pune

An Executive – Customer Care Voice-Inbound position is available in Pune. The role focuses on handling inbound customer calls, resolving customer concerns, coordinating with service providers, and maintaining customer satisfaction. Graduates can apply as freshers, while undergraduates require preferably one year of work experience in the contact centre industry.

Job Details

Positions

The opening is for an Executive – Customer Care Voice-Inbound role, involving inbound customer support, service coordination, and issue resolution.

Responsibilities

• Handle customer calls according to standard operating procedures.
• Meet customer satisfaction, lead generation, and efficiency targets.
• Maintain interaction quality in line with predefined standards.
• Coordinate timely and efficient service dispatch.
• Resolve customer concerns during the first interaction wherever possible.
• Escalate cases to internal support teams, supervisors, or managers when required.
• Use active listening, empathy, and effective communication to understand customer needs.
• Coordinate and negotiate with service providers regarding estimated arrival times (ETAs) and rates.
• Arrange the fastest and most cost-effective service for customers.
• Follow company policies and procedures.

Eligibility and Qualifications

For graduates:

• Freshers can apply.

For undergraduates:

• One year of work experience is required, preferably in the contact centre industry.

Candidates should have strong English communication skills, including grammar, pronunciation, sentence construction, and comprehension.

Required Skills

• Client Service Systems
• Communication Skills
• Excel Data Analysis
• Leadership Capabilities
• Listening Skills
• Microsoft Office
• Operating System Concepts
• Technical Writing
• Working Under Pressure
• Written Communication Skills
• Negotiation and questioning skills
• Customer handling and issue resolution