Customer Support Executive - International Voice (Walk-in)

Tech Mahindra is a global leader in digital transformation, consulting and business re‑engineering services. With a presence in over 90 countries and a workforce of more than 130,000 professionals, the company helps clients across industries harness the power of technology to drive growth and efficiency. Its BPO arm, Tech Mahindra BPM, specializes in delivering end‑to‑end customer experience solutions for multinational brands, leveraging advanced analytics, AI‑driven automation and a deep understanding of local markets.

The Hyderabad campus at Bahadurpally is a state‑of‑the‑art facility that hosts a large International Voice operation, catering to customers from the UK, Europe and the US.

The role of Customer Support Executive – International Voice is a front‑line position that focuses on providing seamless, high‑quality assistance to overseas callers. As an associate, you will be the voice of Tech Mahindra, handling inbound queries, troubleshooting issues, and ensuring that every interaction ends with a satisfied customer. The position offers a structured career path, starting from Associate to Senior Associate, Team Lead, and eventually Operations Manager, with regular performance‑based increments and opportunities for cross‑functional exposure.

Key Responsibilities

• Answer inbound calls from international customers in a clear, courteous, and professional manner.
• Identify the nature of the query, diagnose issues, and provide accurate resolutions on the first call wherever possible.
• Maintain detailed call logs and update CRM systems with relevant information.
• Escalate complex cases to higher‑level support while ensuring smooth hand‑over.
• Meet or exceed key performance indicators such as AHT, CSAT, and FCR.
• Adhere to UK‑based shift timings, working rotational night shifts (5 days on, 2 offs).
• Continuously update product knowledge and stay informed about service updates.
• Participate in regular training sessions and quality audits.
• Provide feedback to process improvement teams based on recurring customer issues.
• Uphold data privacy and security standards as per company policy.

Tech Stack & Tools: Telephony platforms (Avaya, Genesys), CRM software (Salesforce, Zoho), MS Office suite, basic knowledge of ticketing tools, and proficiency in using headsets and call monitoring systems.

Growth Path: Starting as an Associate, high performers can progress to Senior Associate, then to Team Lead, Operations Supervisor, and eventually managerial roles. The company also offers internal mobility across domains such as Technical Support, Quality Assurance, and Process Management.

Why Join Tech Mahindra? The organization provides a vibrant learning environment, exposure to global customers, and a clear roadmap for career advancement. Employees benefit from a robust cab facility, regular upskilling programs, and a culture that rewards performance and innovation. The walk‑in drive offers a fast‑track entry for fresh talent eager to start a career in the BPO sector.