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Open nowPosted 13 days ago

Customer Support Associate_Voice Process

FloBiz8 open roles

Where
Bangalore
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Your applicationOpen nowCustomer Support Associate_Voice ProcessFloBiz · Bangalore

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Share of postings closed within
  1. 2.0%1 day
  2. 4.3%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: posted 13 days ago

The posting

Job Summary

We are looking for customer-focused Customer Support Associates for our Inbound Voice Process with prior knowledge or hands-on experience using Tally or similar accounting/billing software.

The role involves handling incoming customer calls, understanding billing, accounting, GST, inventory, and product-related queries, and providing accurate resolutions while ensuring a smooth customer experience.

The ideal candidate should have good working knowledge of Tally, strong communication and problem-solving skills, and the ability to understand customers' business requirements and guide them effectively on myBillBook.

Key Responsibilities

  • Handle inbound customer calls and provide timely and accurate assistance.
  • Understand customer queries, identify the root cause, and provide appropriate resolutions.
  • Assist customers with billing, invoicing, inventory, GST, accounting, and other product-related queries.
  • Use prior Tally/accounting software knowledge to understand customer workflows and explain relevant myBillBook features effectively.
  • Guide customers on product features, functionality, account-related queries, and issue resolution.
  • Help customers understand workflows related to invoices, purchases, sales, inventory, receivables/payables, and business reports.
  • Take ownership of customer concerns and aim for resolution during the first interaction wherever possible.
  • Accurately document customer interactions, resolutions, and required follow-ups in the CRM/support system.
  • Follow defined support processes, SOPs, and quality standards during customer interactions.
  • Escalate technical or complex issues to the appropriate teams when required.
  • Ensure timely follow-up and closure of pending customer issues.
  • Maintain a professional, empathetic, patient, and solution-oriented approach during every interaction.
  • Work towards achieving key customer support metrics such as customer satisfaction, quality, productivity, adherence, and resolution rate.

Requirements

  • 1–3 years of experience in inbound/outbound voice support, customer service, accounting software support, or a similar customer-facing role.
  • Working knowledge or hands-on experience with Tally is mandatory.
  • Candidates should have a basic understanding of billing, invoicing, inventory, GST, and accounting concepts.
  • Prior experience supporting customers using Tally, ERP, GST, billing, or accounting software will be preferred.
  • Excellent verbal communication skills.
  • Strong listening, probing, and problem-solving abilities.
  • Ability to understand customer concerns and explain solutions clearly and simply.
  • Basic proficiency in CRM, ticketing, or customer support tools.
  • Comfortable working in a target- and metric-driven customer support environment.
  • Willingness to work in rotational shifts and on holidays/weekends based on business requirements.
  • Strong customer-first attitude with patience and empathy.
  • Minimum qualification: Graduate.

Language Requirements

Candidates should be proficient in English and Hindi, along with the following regional languages:

  • Malayalam
  • Tamil

Mandatory Skill: Tally Software Knowledge / Experience

Work Location

Bommanahalli / HSR Layout, Bengaluru

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