Customer Support - International Voice

Tech Mahindra’s interview process typically starts with an HR screening to assess communication skills and cultural fit, followed by a Verbal Numerical Ability (VNA) test that evaluates logical reasoning and basic math. The final Operations round focuses on scenario‑based questions, role‑play calls, and situational judgment to gauge your ability to handle international voice queries. Candidates report a moderate difficulty level, with emphasis on clear articulation and problem‑solving under pressure.

Tech Mahindra promotes a collaborative and inclusive work culture that encourages continuous learning and innovation. Employees benefit from structured mentorship programs, regular skill‑upgradation workshops, and a balanced work‑life environment, especially with flexible shift options and cab facilities.

Educational Qualification: HSC or higher (12th standard) – candidates from any stream are eligible. Graduates, post‑graduates and undergraduates can also apply. Must have excellent spoken English and good comprehension skills. Candidates should not be currently pursuing regular education (i.e., must be available for full‑time work). No specific percentage criteria mentioned, but a strong academic record is preferred. Backlog policy: No active backlogs allowed at the time of joining.

Round 1: HR interview → Round 2: VNA (Verbal Numerical Ability) → Round 3: Operations Round (role‑specific assessment)

Tech Mahindra is a global leader in digital transformation, consulting and business re‑engineering services. With a presence in over 90 countries, the company serves Fortune 500 clients across industries such as telecom, banking, healthcare and retail. Its culture is built on innovation, continuous learning and a strong emphasis on employee growth, making it a preferred destination for fresh talent and seasoned professionals alike. The Hyderabad campus, located in the TMTC SEZ at Bahadurpally, is a hub for customer experience operations, offering state‑of‑the‑art infrastructure and a collaborative work environment. The role of Customer Support – International Voice is designed for candidates who can deliver world‑class service to Tech Mahindra’s overseas customers, primarily from the United Kingdom. As a voice associate, you will be the first point of contact, handling inbound calls, understanding customer issues, and providing swift resolutions. The job operates on a rotational night‑shift schedule (UK timing), ensuring 24x7 coverage for international clients. Candidates will benefit from a structured onboarding program, on‑the‑job training, and continuous performance feedback. Key Responsibilities: 1. Answer inbound international customer calls with a professional and courteous tone. 2. Accurately capture customer details and issues in the CRM system. 3. Diagnose problems, troubleshoot, and provide first‑call resolution wherever possible. 4. Escalate complex cases to the appropriate higher‑level support team while ensuring smooth hand‑off. 5. Maintain up‑to‑date knowledge of products, services, and processes. 6. Meet defined service level agreements (SLAs) for call handling time and resolution rates. 7. Contribute to knowledge‑base articles and process improvements. 8. Adhere to rotational night‑shift schedule (5 days on, 2 offs) and maintain punctuality. 9. Provide feedback on recurring issues to help improve service quality. 10. Participate in regular training sessions and performance reviews. Tech Mahindra leverages a modern tech stack for voice operations, including Avaya/Asterisk telephony platforms, Salesforce Service Cloud, and internal ticketing tools. The role does not demand deep technical expertise but benefits from basic computer literacy and familiarity with CRM software. Growth Path: Starting as an Associate – Voice, high performers can progress to Team Lead, Operations Manager, or specialize in quality assurance and process optimization. The company encourages internal mobility, offering opportunities across domains such as digital, analytics, and consulting. Why Join Tech Mahindra? The organization offers a competitive salary range, cab facility, extensive learning resources, and a clear career trajectory. Employees enjoy exposure to global clients, a multicultural work environment, and the chance to develop soft‑skills that are highly valued across industries. The blend of structured training, mentorship, and real‑world problem solving makes this role an excellent launchpad for a long‑term career in customer experience and BPO services.