Customer Support Executive – Voice Process
The job description from Firstsource Solutions outlines a hiring opportunity for a Voice Process role in Hyderabad, specifically targeting freshers with strong communication skills. Below is a structured summary of the key details, followed by tailored interview tips to help you succeed in this voice process interview.
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Job Details
- Position: Executive
- Job Type: Work from Office (No remote option)
- Location: Hyderabad, Firstsource Solutions Limited, 5th Floor, BSR Tech Park, Near Wipro Circle, Nanakramguda Financial District
- Shift: 24/7 shifts (candidates must be flexible)
- Transport: One-way cab provided (up to 23 KMS)
- Joining: Immediate joiners preferred
- Growth: Excellent growth opportunities
Eligibility Criteria
- Education:
- Any Graduate (except BE/B.Tech/PG freshers)
- Experience:
- Freshers only
- Skills:
- Good verbal communication skills
- Proficient in written and reading skills
- Basic computer and keyboarding skills
- Familiarity with Microsoft Office (Outlook, Word, Excel)
- Availability: Willingness to work in 24/7 shifts
Interview Process
- AI Interview
- HR Round
- Assessments
- Operations Round
Walk-In Details
- Timing: 11:30 AM to 2:00 PM
- Requirements:
- Updated resume with “Nithra-HR” written on top
- Government-issued photo ID proof
- Venue: Firstsource Solutions Limited, 5th Floor, BSR Tech Park, Near Wipro Circle, Nanakramguda Financial District, Hyderabad
- Contact:
- Name: Nithra (HR)
- Email: nithram@firstsource.com
- Phone: 9502212950
10 Interview Tips to Clear the Voice Process
- Focus on Verbal Communication: Voice process roles prioritize clear speech, proper pronunciation, and a neutral accent. Practice speaking confidently and clearly, avoiding filler words like “um” or “uh.”
- Practice Active Listening: Be prepared to demonstrate your ability to listen and respond appropriately, as voice roles often involve understanding customer queries over calls.
- Prepare for AI Interview: The AI round may involve recorded responses or automated questions. Practice answering questions like “Tell me about yourself” or “How would you handle an upset customer?” with concise, professional responses.
- Highlight Customer Service Skills: Even as a fresher, emphasize transferable skills like empathy, patience, or problem-solving from academic projects, internships, or personal experiences.
- Showcase Computer Proficiency: Be ready to discuss your familiarity with Microsoft Office (Outlook, Word, Excel) and basic keyboarding skills, as these are essential for logging customer interactions.
- Express Shift Flexibility: Clearly state your willingness to work 24/7 shifts, including night shifts, as this is a key requirement. Show enthusiasm for adapting to flexible schedules.
- Research Firstsource: Understand Firstsource Solutions’ voice process services (e.g., customer support, technical helpdesk). Mention how your communication skills align with their client-focused goals.
- Prepare for Common Scenarios: Be ready for questions like “How would you calm an angry customer?” or “Describe a time you resolved a conflict.” Use the STAR method (Situation, Task, Action, Result) for structured answers.
- Bring Required Documents: Ensure your resume is updated, includes “Nithra-HR” on top, and is accompanied by a valid government-issued photo ID, as specified.
- Display Confidence and Positivity: Maintain a friendly tone, good posture, and a positive attitude during the interview to reflect your readiness for a customer-facing voice role.
About Voice Process
A voice process in the BPO industry involves direct verbal communication with customers, typically over phone calls, to provide support, resolve queries, or offer services. This role is critical in industries like customer service, technical support, telemarketing, and sales, requiring excellent verbal communication skills.
Employees in voice processes handle tasks such as answering customer inquiries, troubleshooting issues, or promoting products/services. The role demands clear speech, a neutral accent, active listening, and the ability to manage conversations professionally under pressure. Basic computer skills and familiarity with tools like Microsoft Office are essential for logging interactions or accessing customer data.
The role is ideal for candidates with strong verbal proficiency and the ability to build rapport over calls. With the growing demand for customer support, voice processes remain a vital part of BPO operations.