Customer Support Associate - Voice Process (Malayalam, Telugu)

Company Overview

FloBiz is a neobank dedicated to supporting small and medium businesses with digital products and services designed to accelerate their growth. Founded by the creators of India’s first and largest crypto exchange, FloBiz is backed by major investors like Peak XV Partners, Elevation Capital, and others.

myBillBook, a key product of FloBiz, is India's leading GST billing and accounting software accessible on both mobile and desktop. It offers comprehensive business management features including invoicing, inventory, accounts receivable/payable management, business reporting, and additional features such as CRM, attendance and payroll management, and marketing tools. Designed from a business owner's perspective, myBillBook supports multi-company, multi-user environments with advanced data synchronization and security.

Job Overview

The role involves managing inbound voice calls based on user callback requests to effectively address customer queries. The Customer Support Associate will focus on delivering prompt and satisfactory resolutions during phone conversations while documenting interactions accurately.

Key Responsibilities

• Respond to inbound calls as per callback requests from users.
• Comprehend customer issues and offer precise solutions during calls.
• Keep detailed records of each conversation in the CRM or relevant system.
• Adhere to predefined calling scripts and maintain professionalism throughout interactions.
• Escalate complex or unresolved cases to appropriate teams.
• Ensure timely follow-up on pending issues.
• Collaborate with support agents to gather necessary background or context for cases.
• Maintain a customer-centric approach by showing empathy, patience, and dedication to solutions.

Candidate Requirements

• Between 6 months and 2 years of experience in inbound or outbound voice support or customer service roles.
• Fluent spoken communication in English, Hindi, plus either Telugu or Malayalam.
• Strong listening skills enabling clear understanding of customer concerns.
• Basic competency in using CRM software or customer support tools.
• Availability to work in shifts including holidays.
• Possess patience and a service-oriented mindset.
• Minimum educational qualification: 12th grade pass or graduate.