Hexaware Technologies is hiring for the role of Executive – Voice/Non-Voice in Nagpur, India, offering an opportunity for freshers and experienced candidates to build a stable career in customer service and operations within a global IT services organization. This role focuses on delivering high-quality customer support through voice and non-voice channels while adhering to defined processes and service standards.
About Hexaware Technologies
Hexaware Technologies is a global IT services and solutions provider known for its strong focus on automation, digital transformation, cloud services, and enterprise platforms. The company serves clients across banking, healthcare, travel, insurance, and retail sectors. Hexaware’s delivery centers emphasize operational excellence, customer satisfaction, and continuous process improvement.
Role Overview – Executive (Voice/Non-Voice)
The Executive – Voice/Non-Voice position involves managing customer interactions, resolving issues, and ensuring timely and professional service delivery. This role requires strong communication skills, attention to detail, and the ability to work in a structured, performance-driven environment.
- Position: Executive – Voice/Non-Voice
- Location: Nagpur, India
- Experience: Freshers / Experienced
- Qualification: HSC and above
- Employment Type: Full-time
- Work Model: Rotational shifts (24×7 process)
Role Purpose
The purpose of this role is to act as a frontline representative, supporting customers by addressing queries, resolving issues, and ensuring a positive service experience. Executives contribute directly to customer satisfaction and operational efficiency.
Key Responsibilities
- Handle customer issues accurately and professionally
- Escalate unresolved concerns to appropriate internal teams
- Provide timely responses through voice and non-voice channels
- Maintain a positive and professional demeanor in all interactions
- Follow internal policies, procedures, and quality guidelines
- Manage email and communication workflows efficiently
- Identify trends and suggest solutions for recurring issues
- Demonstrate urgency and accountability in customer responses
Criteria and Expectations
- Willingness to work in rotational shifts, including night shifts
- Strict adherence to quality and compliance standards
- Ability to follow SOP-driven processes and checklists
- Strong command of English communication
- Consistent performance against defined service metrics
Soft Skills Required
- Clear and well-structured communication
- Strong live writing and typing skills
- Friendly, professional, and customer-focused attitude
- Ability to handle difficult or irate customers effectively
- Problem-solving mindset and attention to detail
- Positive approach to teamwork and collaboration
Eligibility Criteria
- Education: HSC or higher qualification
- Experience: Open to freshers and experienced professionals
- Shift Flexibility: Mandatory for 24×7 operations
- Transport: Pick-up and drop facility provided as per policy
Career Growth Opportunities
Professionals starting in this role can progress into positions such as:
- Senior Executive / SME
- Team Leader or Shift Lead
- Quality Analyst
- Operations or Process Specialist
- Client Support or Service Management roles
The skills gained in communication, customer handling, and process execution create strong long-term career value.
Work Culture and Environment
Hexaware promotes a performance-driven and supportive work environment where employees are encouraged to improve skills, follow best practices, and contribute to operational excellence. Teams work collaboratively with clear goals and structured performance feedback.
