About this role
## 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.
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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