Role Overview

The growing expanding MSME, retail, and agro-processing market in Thrissur, Kerala has created consistent opportunities for experienced Customer Service (Inbound Centre) Domestic Voice Process candidates across sectors.

The position is based in Thrissur 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 Thrissur 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.