Role Overview:
As a CT/ROH – Executive, you will be responsible for delivering exceptional customer service in a
contact center environment. The role requires handling customer inquiries, resolving issues, and ensuring
customer satisfaction. Additionally, you will be expected to approach challenges with a problem-solving
mindset, take ownership of customer cases, and maintain a customer-first attitude.
Key Responsibilities:
● Manage customer queries efficiently and professionally via inbound and outbound channels.
● Provide resolution to customer issues, ensuring adherence to the company’s policies and service
standards.
● Take ownership of customer interactions, ensuring timely follow-up and case closure.
● Collaborate with internal teams when necessary to provide comprehensive solutions to customers.
● Maintain a professional and empathetic demeanor in all customer communications.
● Demonstrate a customer service mindset with a proactive approach to problem-solving.
Additional Skills Required:
● Strong customer service mindset.
● Problem-solving skills with a focus on quick, effective solutions.
● Ability to take ownership of tasks and see them through to completion.
● Excellent communication skills in English and Hindi (Regional languages would be an
advantage).
● Proficiency in typing (30 WPM with 85% accuracy).
Language Proficiency:
● Fluency in English and Hindi (additional regional languages would be a plus).
Typing Speed Requirement:
● Minimum typing speed of 30 words per minute (WPM) with 85% accuracy.

Eligibility Criteria:
● Education: Minimum qualification of a graduate degree.
● Experience: Minimum of 1 year of experience in a customer support role (experience working on
an escalation desk is a plus).
Pre-Hire Screening Process:
1. Language Proficiency: Written English evaluation through Non-voice Versant B1.
2. Typing Proficiency: Typing test assessing 30 WPM with 85% accuracy.
3. Customer Service Mindset: Psychometric test to assess customer service orientation.
4. Problem-Solving Skills: Problem-solving assessment and interviews conducted by an FK