Role Overview

With Kerala's service sector, remittance-backed, and tourism-driven economy expanding year on year, Kottayam has emerged as a key hiring location for Customer Service (Inbound Centre) Domestic Voice Process professionals.

The position is based in Kottayam and involves working in a structured call centre environment with clear call flows, quality standards, and service level targets.

Key Responsibilities

Meet defined targets on call quality, average handling time, and customer satisfaction scores.
Answer inbound calls from customers and listen carefully to their questions, requests, or complaints.
Provide clear and accurate information about services, requests, and simple account-related queries.
Log each interaction in the system with correct details and brief call notes.
Resolve basic issues during the first call wherever possible and escalate complex cases to senior team members.
Follow call scripts, compliance guidelines, and standard operating procedures during every interaction.

Experience and Profile

Previous experience in an inbound customer service or domestic voice process is an added advantage.
Comfortable handling a high volume of calls and staying calm while dealing with different types of customers.
Basic computer skills to navigate call centre applications and update records during or after calls.
Willingness to work from the Kottayam centre in rotational shifts, including weekends or holidays as per roster.

Growth and Benefits

Opportunity to start or grow a career in customer service with structured training and coaching.
Fixed monthly salary with the possibility of incentives based on performance and process policy.
Scope to move into senior agent, quality analyst, or team leader roles with consistent results.