Job Summary

Houston Skilled Consultancy is hiring motivated and customer-focused Call Center Agents for Voice and Non-Voice Customer Support roles in Pune. As a key part of our customer experience team, you will be the first point of contact for customers, ensuring their concerns are resolved efficiently and professionally. If you are passionate about helping people and possess excellent communication skills, this is the perfect opportunity for you to grow in the BPO/KPO sector.

Key Responsibilities

• Handle inbound and outbound customer service calls (Voice Process).

• Manage email and chat-based customer queries (Non-Voice Process).

• Resolve customer issues related to product/service inquiries, orders, billing, and technical support.

• Record and update customer interaction details accurately in the CRM system.

• Meet performance KPIs including response time, first-call resolution, and customer satisfaction.

• Escalate complex cases to appropriate departments as needed.

• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Adhere to company policies, process guidelines, and quality standards.

Required Skills and Qualifications

• Excellent verbal communication skills in English, Hindi, or Marathi (based on process).

• Strong writing skills for chat/email support (Non-Voice).

• Basic computer knowledge with typing speed of 30+ WPM.

• Customer-centric mindset with problem-solving ability.

• Ability to work well in a team and independently under minimal supervision.

• Adaptable to shift timings and quick to learn process updates.

Experience

• Freshers and Experienced Candidates are welcome.

• Prior experience in BPO/Customer Support will be an added advantage but is not mandatory.

Working Hours

• Rotational shifts (Day/Night) based on process requirements.

• 6-day work week with 1 weekly off (rotational).

• Flexible shift availability for both voice and non-voice process.

Knowledge, Skills, and Abilities

• Familiarity with customer service tools, CRM systems, and call center technology is a plus.

• High level of patience and emotional intelligence while dealing with customer concerns.

• Ability to multitask and prioritize in a fast-paced environment.

• Willingness to learn and take feedback constructively.

Benefits

• Competitive salary with performance-based incentives.

• Attendance and referral bonuses.

• Paid training and skill development sessions.

• Career growth opportunities in operations, quality, and team leadership.

• Friendly and supportive work culture.

• Health insurance benefits after confirmation.

Why Join Houston Skilled Consultancy?

• Be part of a rapidly growing consultancy that partners with top brands.

• Get exposure to both domestic and international customer support processes.

• Gain valuable hands-on experience in voice and non-voice communication.

• Join a diverse team that values learning, integrity, and customer-first service.

How to Apply

Interested candidates can submit their updated CV to us with the subject line Application for Call Center Agent – Pune.
Alternatively, you can walk in for interviews at our Pune office between 10:00 AM – 4:00 PM, Monday to Saturday.