Role Overview
As part of Kerala's service sector, remittance-backed, and tourism-driven economy, Malappuram offers Customer Service (Inbound Centre) Domestic Voice Process professionals strong prospects for immediate placement and long-term growth.
The position is based in Malappuram and involves working in a structured call centre environment with clear call flows, quality standards, and service level targets.
Key Responsibilities
- 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.
- 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.
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 Malappuram 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.