Customer Support Associate | Voice Process

Designation : Customer Support Associate - Voice Process

About FloBiz

Built by the same team that set up Koinex (India’s first & largest crypto exchange) in 2017, FloBiz is a neobank for SMBs designed to accelerate their growth and aims to offer a suite of digital products, utility tools and curated services to the rapidly growing & evolving small business sector in India. FloBiz is backed by Peak XV Partners (formerly Sequoia Capital), Elevation Capital (formerly SAIF Partners), Greenoaks Capital, Beenext, Think Investments and a set of marquee angels.

About myBillBook

myBillBook is India’s leading GST billing & accounting software available for both mobile & desktop platforms. It offers full capabilities of a miniature accounting system comprising invoicing, inventory maintenance, AR/AP management and business reporting, along with a horde of value add features like CRM, Staff Attendance & Payroll Management, SMS & WhatsApp Marketing etc. myBillBook has been designed from the business owner’s point of view and supports usage across multiple companies, users, devices and platforms with stateof-the-art data security & synchronization technologies for business on-the-go. 

Job Summary:

We are looking for a proactive and customer-focused Inbound Process Executive to handle Voice-based callback requests. In this role, you will be responsible for reaching out to users who have raised queries via call and requested a callback. Your goal is to assist them effectively over the phone, resolve their concerns, and ensure a smooth and satisfying customer experience. 

Key Responsibilities:

• Inbound calls based on callback requests raised by users.
• Understand customer concerns and provide appropriate resolutions over the call.
• Document the conversation outcomes accurately in the system/CRM.
• Follow standard calling scripts and maintain professionalism in all interactions.
• Escalate complex issues to relevant teams when required.
• Ensure timely follow-up for unresolved or pending cases.
• Coordinate with call support agents for context or additional information if needed.
• Maintain high customer satisfaction by being empathetic, patient, and solution-driven. 

Requirements:

• 6 Months –2 years of experience in Intbound - Out-bond voice support or customer service roles.
• Excellent verbal communication skills in English, Hindi and any other regional language.
• Strong listening skills and ability to understand customer issues clearly.
• Basic proficiency in using CRMs or support tools.
• Willingness to work in shifts, including holidays.
• Patience and a customer-first attitude.
• Minimum qualification: 12th Pass or Graduate.
• Languages known: English, Hindi, Telugu