Expansure IT Solutions PVT LTD

Hyderabad, Telangana

OverviewWe are looking for a motivated, empathetic, and customer-focused Call Center Agent to join our U.S.-based customer service team. In this role, you will be the first point of contact for clients, providing information, resolving inquiries, and ensuring an exceptional experience through phone and/or chat support.Key ResponsibilitiesHandle inbound calls from potential or existing clients courteously, professionally, and confidentiallyConduct detailed intake interviews to gather essential client and case information, including personal details, incident facts, and supporting documentationAccurately enter all information into the firms case management systemAsk clear, targeted follow-up questions to ensure complete and accurate data collectionAssess case eligibility based on firm guidelines and forward qualified leads to legal staff for reviewMaintain knowledge of multiple case types (e.g., personal injury, workers' compensation, medical malpractice) to guide clients effectivelyManage sensitive or emotionally charged conversations with empathy and discretionFollow scripts and legal intake procedures to remain compliant with legal and ethical standardsProvide general information about the firms services without offering legal adviceMeet performance goals for call volume, accuracy, and quality assuranceQualificationsMinimum 2 years of internation voice process is mandatoryStrong communication and active listening skillsAbility to handle high-volume calls in a professional, empathetic mannerExcellent attention to detail and data entry accuracyPrior customer service, legal intake, or call center experience preferredAbility to maintain confidentiality and handle sensitive matters professionally

We are looking for a Call Centre Representative to handle calls from customers and provide support to them in any way possible. You will be required to work in a time-bound environment and ensure that customer service is provided to its best quality. You are responsible for meeting personal and team targets as well as our customer satisfaction. Handle both inbound and outbound calls to customers and clients. Identify the needs of customers, resolve issues and provide solutions. Ensure you follow the script provided by the company for uniformity. Maintain good customer relations. Meet personal targets and work towards meeting team targets. Maintain records of the conversations with the customer and analyze the data. Write and submit timely reports on performance, targets, and customer queries.