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Associate Customer Care- Voice

1.00 to 10.00 Years   Noida   02 Mar, 2026
HCL Technologies Ltd
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Job Title: Associate Customer CareJob Summary:The Associate Customer Care plays an important role in delivering exceptional customer service by managing complex customer interactions and resolving escalated issues. This role contributes to high customer satisfaction and strong Net Promoter Scores (NPS) while also supporting team development through coaching and mentorship. A service oriented mindset, commitment to quality, and focus on continuous improvement are essential for ensuring effective and seamless customer experiences. Interested candidates can share their resumes at: hidden_email.Key Responsibilities:
    1. Handle complex inbound and outbound customer calls, providing expert support and resolving escalated issues using strong communication and problem-solving skills.
    2. Follow escalation procedures for concerns beyond individual control, ensuring high first call resolution rates and effective support.
    3. Monitor and evaluate customer interactions to maintain quality standards, delivering constructive feedback and coaching to enhance team performance.
    4. Assist in training and onboarding new team members while offering ongoing mentorship to promote a collaborative, growth focused environment.
    5. Lead initiatives to improve call handling processes and overall customer service efficiency, contributing to enhanced customer experiences.
    Skill Requirements:
    1. Strong understanding of customer service principles paired with a service focused mindset.
    2. Excellent verbal and written communication skills for effective interactions with customers and internal teams.
    3. Ability to analyze issues, identify root causes, and provide effective resolutions.
    4. Familiarity with performance metrics and SLAs, supporting quality and project outcomes.
    5. Strong adherence to company policies, confidentiality, and ethical standards.
    Must-have Skills
    • Customer Focus
    • Customer Satisfaction Management
    • Customer Service Support
    • Verbal Communication
    • Written Communication

Keyskills :
outbound callingvoiceinbound processvoice processinternational call centerinbound callsinbound customer serviceinternational bpocommunication skills

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