Job Summary

Houston Skilled Consultancy is hiring enthusiastic female freshers who are passionate about customer delight and eager to start their careers in customer experience. As a Voice-Based & Chat Support Associate, you will handle inbound calls, outbound follow-ups (as required), and real-time chat queries to resolve issues, answer questions, and provide step-by-step guidance to customers. You will be trained on our products, processes, and tools, and you will work closely with team leaders and quality coaches to consistently hit service-level and satisfaction goals—all from a secure remote setup.

Key Responsibilities

• Manage inbound voice calls and live chat conversations to resolve customer queries within defined SLAs (AHT, FCR, CSAT, TAT).

• Log, categorize, and update interactions accurately in the CRM/ticketing system.

• Follow standard operating procedures (SOPs), scripts, and compliance guidelines while still showing empathy and active listening.

• Escalate complex issues to the next support tier or relevant departments with complete, well-documented case notes.

• Proactively follow up with customers to ensure full resolution and satisfaction.

• Contribute to knowledge base articles/FAQs by flagging recurring issues or gaps.

• Participate in quality audits, coaching sessions, and refresher trainings to continuously improve performance.

• Maintain data privacy, confidentiality, and information security at all times.

• Support process improvement initiatives by sharing on-ground feedback.

• Adhere to shift schedules, attendance, and productivity metrics consistently.

Required Skills and Qualifications

• Fresh graduates / 12th pass candidates are encouraged to apply (any discipline).

• Excellent verbal communication (clear diction) and written English; proficiency in Hindi or any one regional language is a plus.

• Typing speed of 30–35 WPM with good accuracy for chat handling.

• Strong listening skills, empathy, patience, and problem-solving ability.

• Comfortable working with computers, web-based tools, CRM/ticketing platforms, MS Office/Google Workspace.

• Stable broadband internet connection (minimum 20 Mbps), a noise-cancelling headset, and a reliable laptop/desktop.

• Ability to work in rotational shifts, including weekends or night shifts (if supporting global regions).

• High level of professionalism, integrity, and responsibility in a remote environment.

Experience

• 0–1 year of experience in customer support (voice/chat/BPO) is preferred but not mandatory.

• Internships, campus projects, or volunteering in customer-facing roles will be considered an advantage.

Working Hours

• Rotational shifts across a typical coverage window of 7:00 AM to 11:00 PM IST (final roster shared monthly/weekly).

• 5-day work week with 2 rotational weekly offs (not necessarily Saturday/Sunday).

• Night shift allowance applicable if assigned to international/overnight shifts.

• Breaks as per policy (e.g., 9-hour shift including 1-hour total break time).

Knowledge, Skills, and Abilities

• Customer-first mindset with strong ownership of each query till closure.

• Stress tolerance and ability to multitask (simultaneous chat + CRM logging, etc.).

• Time management and prioritization to meet SLAs.

• Collaboration and coachability—open to feedback and continuous learning.

• Attention to detail to avoid errors in documentation and communication.

• Basic analytical ability to recognize patterns and suggest improvements.

Benefits

• Work-from-home setup allowance / Internet reimbursement (as per policy).

• Structured onboarding & paid training on tools, tone, and process.

• Performance-based incentives/bonuses.

• Health insurance / EAP (Employee Assistance Program) where applicable.

• Paid leaves, casual/sick leaves, and festival holidays as per policy.

• Career growth pathways into Quality, Training, Workforce Management, or Team Leadership.

• Women-friendly policies including maternity and flexible options (as per company policy).

• Certification programs and continuous learning opportunities.

Why Join Houston Skilled Consultancy

• Launch your career in customer experience with a reputable, process-driven organization.

• Remote-first culture that values flexibility, outcomes, and trust.

• Inclusive, supportive environment designed to help freshers ramp up quickly.

• Transparent career progression with measurable milestones and mentorship.

• Opportunity to work with diverse clients across industries, gaining holistic exposure.

How to Apply

1. Email your resume (PDF format) to us with the subject:
   Application – Voice-Based & Chat Support

2. Attach a 60–90 second voice note (optional but recommended) introducing yourself and explaining why you are a great fit.

3. Include your current location, preferred shift window, earliest joining date, and internet speed in the email body.

4. Shortlisted candidates will go through the selection process:

   • Online Communication & Typing Test

   • HR Screening

   • Operations/Process Round

   • Offer & Documentation