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Customer Care- Voice

Fresher   Noida   26 May, 2026
HCL Technologies Ltd
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Welcome to HCLTech. We are hiring for international voice processWere a global leader in digital, engineering, and cloud solutions, serving Fortune 500 clients in more than 50 countries. Our culture is built on innovation, inclusivity, and a strong commitment to customer success.Today, were excited to introduce the opportunity for the role of Senior Process Associate -Voice-Customer Care, based in Noida, India. Interested candidates are invited to share their resumes at: hidden_email.Role Introduction:
    • As a Senior Process Associate, you will be at the frontline of customer experience. Youll handle complex interactions, manage escalations, and ensure every customer feels heard, supported, and valued.
    • Your impact directly drives customer satisfaction, retention, and the organizations overall service performance.
    • You will also mentor team members, helping foster a collaborative and high performing environment.
    Key Responsibilities:
    • Manage complex inbound and outbound customer calls with empathy and professionalism.
    • Resolve escalated issues using strong analytical and problem-solving skills.
    • Follow escalation protocols where higher-level support is required.
    • Monitor customer interactions and provide quality focused feedback.
    • Support onboarding and training of new team members.
    • Contribute to process optimization and service efficiency initiatives.
    • Track and report key metrics while ensuring SLA adherence.
    • Maintain strict compliance with company policies and ethical standards.
    What Were Looking For:
    • Strong understanding of customer service principles and best practices.
    • Excellent verbal and written communication skills.
    • Analytical thinking and strong problem-solving abilities.
    • Familiarity with SLAs, performance metrics, and quality standards.
    • A customer centric mindset and commitment to service excellence.
    • High integrity and adherence to ethical guidelines.
    Qualifications:
    • Bachelors degree in any discipline (preferred).
    • Experience in customer service or process management is an added advantage.
    • Additional certifications, mentoring experience, or CRM knowledge are beneficial.
    Growth Opportunities:At HCLTech, your growth is integral to our success. Youll have access to:
    • Extensive training and upskilling programs.
    • Career paths toward supervisory, team lead, or managerial roles.
    • Opportunities for crossfunctional mobility across global business units.
    • Leadership development and mentorship offerings.
    • Rewards and recognition programs.

Keyskills :
englishinbound callscommunicationinbound voice processquery resolutioninternational voice processus shift

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