Customer Support Associate - Voice Process

Designation : Customer Support Associate - Voice Process About FloBiz Built by the same team that set up Koinex (India’s first & largest crypto exchange) in 2017, FloBiz is a neobank for SMBs designed to accelerate their growth and aims to offer a suite of digital products, utility tools and curated services to the rapidly growing & evolving small business sector in India. FloBiz is backed by Peak XV Partners (formerly Sequoia Capital), Elevation Capital (formerly SAIF Partners), Greenoaks Capital, Beenext, Think Investments and a set of marquee angels. About myBillBook myBillBook is India’s leading GST billing & accounting software available for both mobile & desktop platforms. It offers full capabilities of a miniature accounting system comprising invoicing, inventory maintenance, AR/AP management and business reporting, along with a horde of value add features like CRM, Staff Attendance & Payroll Management, SMS & WhatsApp Marketing etc. myBillBook has been designed from the business owner’s point of view and supports usage across multiple companies, users, devices and platforms with stateof-the-art data security & synchronization technologies for business on-the-go. Job Summary: We are looking for a proactive and customer-focused Inbound Process Executive to handle Voice-based callback requests. In this role, you will be responsible for reaching out to users who have raised queries via call and requested a callback. Your goal is to assist them effectively over the phone, resolve their concerns, and ensure a smooth and satisfying customer experience. Key Responsibilities: Inbound calls based on callback requests raised by users. Understand customer concerns and provide appropriate resolutions over the call. Document the conversation outcomes accurately in the system/CRM. Follow standard calling scripts and maintain professionalism in all interactions. Escalate complex issues to relevant teams when required. Ensure timely follow-up for unresolved or pending cases. Coordinate with call support agents for context or additional information if needed. Maintain high customer satisfaction by being empathetic, patient, and solution-driven. Requirements: 1 –3 years of experience in Inbound - Out-bound voice support or customer service roles. Excellent verbal communication skills in English, Hindi and Telugu. Any other regional language is an added advantage. Strong listening skills and ability to understand customer issues clearly. Basic proficiency in using CRMs or support tools. Willingness to work in shifts, including holidays. Patience and a customer-first attitude. Minimum qualification: Graduate. Language : English + Malayalam + Kannada Location : Bommanahalli, HSR Layout.