Customer Support Associate_Voice Process

Job Summary

We are looking for customer-focused Customer Support Associates for our Inbound Voice Process with prior knowledge or hands-on experience using Tally or similar accounting/billing software.

The role involves handling incoming customer calls, understanding billing, accounting, GST, inventory, and product-related queries, and providing accurate resolutions while ensuring a smooth customer experience.

The ideal candidate should have good working knowledge of Tally, strong communication and problem-solving skills, and the ability to understand customers' business requirements and guide them effectively on myBillBook.

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Key Responsibilities

• Handle inbound customer calls and provide timely and accurate assistance.
• Understand customer queries, identify the root cause, and provide appropriate resolutions.
• Assist customers with billing, invoicing, inventory, GST, accounting, and other product-related queries.
• Use prior Tally/accounting software knowledge to understand customer workflows and explain relevant myBillBook features effectively.
• Guide customers on product features, functionality, account-related queries, and issue resolution.
• Help customers understand workflows related to invoices, purchases, sales, inventory, receivables/payables, and business reports.
• Take ownership of customer concerns and aim for resolution during the first interaction wherever possible.
• Accurately document customer interactions, resolutions, and required follow-ups in the CRM/support system.
• Follow defined support processes, SOPs, and quality standards during customer interactions.
• Escalate technical or complex issues to the appropriate teams when required.
• Ensure timely follow-up and closure of pending customer issues.
• Maintain a professional, empathetic, patient, and solution-oriented approach during every interaction.
• Work towards achieving key customer support metrics such as customer satisfaction, quality, productivity, adherence, and resolution rate.

Requirements

• 1–3 years of experience in inbound/outbound voice support, customer service, accounting software support, or a similar customer-facing role.
• Working knowledge or hands-on experience with Tally is mandatory.
• Candidates should have a basic understanding of billing, invoicing, inventory, GST, and accounting concepts.
• Prior experience supporting customers using Tally, ERP, GST, billing, or accounting software will be preferred.
• Excellent verbal communication skills.
• Strong listening, probing, and problem-solving abilities.
• Ability to understand customer concerns and explain solutions clearly and simply.