368 Call Center Agent jobs in Hyderabad
Customer Support Supervisor
Posted 8 days ago
Job Viewed
Job Description
At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform - and with it, the future global financial system.
To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.
Our is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
As a Customer Support Supervisor, your primary role will be to manage a team of customer support agents. You will be responsible for your team's performance as measured by key operational metrics: contacts handled, first contact resolution rates, quality scores, and other KPIs. You will provide timely coaching to team members based on their performance against these metrics. Additionally, you will work closely with Workforce Management to ensure scheduling optimization and adherence. This includes conducting in-depth analyses of any performance gaps among team members. You will become a subject matter expert in Coinbase's operational processes and workflows.
To perform your duties successfully, you will utilize tools such as: Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.
*What you'll be doing (ie. job duties):*
* Lead a team of high performing customer service agents across multiple channels (eg. phone, messaging, email)
* Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
* Achieve SLAs, productivity and quality metrics for your line of business/team members.
* Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
* Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
* Utilize an in-depth understanding of metrics to drive data-backed business decisions.
* Continuously add value through effective project management, dedicated prioritization and efficient execution.
* Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
*What we look for in you (i.e. job requirements):**
*
* Customer obsessed, motivated by Coinbase's mission and crafting a seamless support experience for our global customer base.
* Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
* Minimum of 3 years of people management experience in an operations environment.
* Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions.
* Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
* Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity.
* Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.
* Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
* Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day.
* Excellent communication skills (written, verbal, and in presentation format), ability to simplify complex topics for broad audiences.
* Willing to work from an office at Hyderabad, India.
*Nice to haves:**
*
* Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
* Experience in project management, analytics or quality assurance.
* Degree in business, finance, customer experience and/or blockchain.
* Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud.
P56488
#LI-Onsite
*Pay Transparency Notice: *The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).
Pay Range:
₹2,317,500-₹2,317,500 INR
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
*The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment*. To request a reasonable accommodation due to disability, please contact accommodations(at)coinbase.com
Customer Support Specialist
Posted today
Job Viewed
Job Description
Job Title: Customer Service Associate (CSA) – Voice Process
Department: Domestic Voice Process
Work Model: Hybrid (Initial 3 months Work from Office; Work from Home option based on performance)
Shift: Day Shifts
Eligibility Criteria
Education: 12th / Diploma and above
Freshers: Eligible
Languages Required: Must be fluent in English, Hindi, and Telugu
Restrictions: Strictly No BE / B.Tech / PG candidates (exceptions for those with prior BPO experience)
Key Skills
Excellent communication skills in English, Hindi & Telugu
Good interpersonal skills
Customer handling ability
Perks & Benefits
Attractive salary package
Hybrid work model after successful completion of 3 months in-office
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Customer Support Specialist
Posted 2 days ago
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Job Description
Job Title: Customer Support Associate – International Voice Process
Location: hyderabad
Experience:
Graduate
HSC + Minimum 1 Year of Experience (International Voice / Semi Voice)
Key Responsibilities
Handle international voice process calls with professionalism.
Provide excellent customer support while ensuring high-quality communication.
Resolve customer queries efficiently and maintain customer satisfaction.
Work in night shifts as per business requirements.
Ensure adherence to process compliance and quality standards.
Job Requirements
Excellent communication skills (spoken & written).
Ability to work in night shifts (5 days working with 2 rotational offs).
Immediate joiners preferred.
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Customer Support Specialist
Posted 6 days ago
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Job Description
ADP is hiring a Client Support Specialist .
• Are you ready to join a company offering career advancement opportunities throughout your career journey?
• Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?
If so, this may be an opportunity for you. Read on and decide for yourself.
In this role, you will serve as ADP's front-line for solving clients' challenges including issue resolution, answering questions, helping clients, training their users on ADP technology, and more. You will work with clients who have between 1 - 1000+ employees. You may provide support using any combination of phone, email, or chat-based communication, depending on your specific team or role.
The nature of what you do every day will not change your #1 goal is to help clients when they reach out. However, every day will be different since questions will vary, and so will each client's solutions. There will be no shortage of questions, which will keep things interesting, and our top-ranked training will help to position you for success!
Adaptability, empathy, self-motivation, and organization skills are must-haves in this job. You will need to balance your workload, handle back-to-back inquiries, focus on what's important, and stay up-to-date on ADP and external policy changes. In return, you can expect job satisfaction through being that one person who saves the day for our clients . All while advancing your career at a stable, highly respected Fortune 250 company that prides itself on its welcoming, inclusive workplace where you are valued and supported. Things can move fast here, so the pace shouldn't scare you. We still find time for a healthy dose of fun.
A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans over the next ten years. Learn more about DEI at ADP on our YouTube channel:
Ready to #MakeYourMark? Apply now!
To learn more about Client Services at ADP , watch here:
WHAT YOU'LL DO:
What you can expect on a typical day:
Be a Trusted Advisor and Problem Solver. You will work independently or as a team as a consultant servicing ADP's products/technology. You will use your wide breadth of expertise to help ADP's clients solve problems for time-sensitive issues by taking a broad perspective to identify solutions, resolve issues, and provide solutions. You will take the initiative to seek answers, solutions, and positive outcomes.
Build Relationships . You will build relationships with clients using the phone, email, and/or chat, where you will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of "Integrity is Everything."
Educate and Provide Recommendations . You will leverage your ADP product and services knowledge to solve issues and questions that help clients understand our products' value. You will take client input and turn it into recommendations for your leaders on best practices and solutions training.
Organize to Thrive. You thrive in a structured environment that requires setting priorities, organizing your day, multi-task, changing direction, and providing prompt follow-up.
TO SUCCEED IN THIS ROLE:
-- 2 - 6 years of experience working in client service/customer service environment or systems integration environment
-- Excellent verbal and written communication, analytical and interfacing skills
-- Willingness to work in US shifts
-- Any Graduate / Postgraduate with experience in international voice
YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability.
We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click t o learn more about ADP's culture and our full set of values.
Customer Support Specialist
Posted 4 days ago
Job Viewed
Job Description
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Diagnose and resolve customer issues, providing effective solutions and technical support where applicable.
- Guide customers through product features, troubleshooting steps, and service offerings.
- Maintain accurate customer records and interaction logs in the CRM system.
- Escalate complex issues to the appropriate departments or senior support staff when necessary.
- Educate customers on product usage, policies, and procedures.
- Gather customer feedback and report trends to the management team for service improvement.
- Adhere to company service level agreements (SLAs) and quality standards.
- Proactively identify opportunities to enhance the customer experience.
- Assist with customer onboarding and account management tasks.
- Stay updated on product knowledge and company updates to provide informed support.
- Contribute to a positive and collaborative team environment.
- Participate in training sessions to improve skills and knowledge.
- Handle customer complaints with professionalism and aim for satisfactory resolution.
- Document solutions and contribute to the knowledge base.
Qualifications:
- High school diploma or equivalent; a degree in a relevant field is a plus.
- Proven experience in customer service, technical support, or a similar role.
- Excellent verbal and written communication skills in English and Telugu.
- Strong active listening and empathy skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Strong problem-solving and critical thinking abilities.
- Adaptability to learn new products and systems quickly.
- Team player with a positive attitude and strong work ethic.
- Familiarity with common software applications and troubleshooting.
- Availability for hybrid work schedule in Hyderabad .
- Previous experience in the tech or service industry is advantageous.
Customer Support Lead
Posted 12 days ago
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Job Description
Key responsibilities include monitoring customer service metrics, analyzing feedback to identify trends, and implementing improvements to processes and policies. You will also be involved in developing and maintaining knowledge base articles and training materials for the support team. The ideal candidate will have a strong understanding of customer relationship management (CRM) systems and various support channels, including email, phone, and chat. You must possess excellent problem-solving and conflict-resolution skills, with the ability to remain calm and professional under pressure. A passion for customer advocacy and a commitment to delivering outstanding service are essential.
Qualifications required include a Bachelor's degree in a relevant field and at least 3-5 years of experience in a customer service or support role, with at least 1-2 years in a leadership or supervisory capacity. Strong communication, interpersonal, and organizational skills are necessary. The ability to motivate and guide a team effectively, coupled with a proactive approach to identifying and resolving customer issues, will be key to success in this role. This is a fantastic opportunity to contribute to a growing team and make a real impact on customer satisfaction in Hyderabad, Telangana, IN .
Customer Support Specialist
Posted 16 days ago
Job Viewed
Job Description
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve customer issues efficiently and effectively.
- Provide clear and concise product information and guidance.
- Escalate unresolved issues to appropriate technical teams or management.
- Maintain accurate records of customer interactions and resolutions in the CRM system.
- Contribute to building a knowledge base of common issues and solutions.
- Identify opportunities to improve customer service processes and workflows.
- Collaborate with team members to share best practices and ensure consistent service delivery.
- Achieve and exceed customer satisfaction targets.
- Participate in ongoing training to stay updated on product features and support procedures.
- High school diploma or equivalent; associate's or bachelor's degree preferred.
- Proven experience in a customer service or technical support role.
- Excellent verbal and written communication skills.
- Strong interpersonal skills with a patient and empathetic approach.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively.
- Strong problem-solving and critical-thinking abilities.
- Familiarity with troubleshooting common technical issues.
- Ability to work effectively in a hybrid work environment.
- Demonstrated commitment to customer satisfaction.
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