International Voice Process

Here’s a polished, ready-to-post Job Description for an International Voice Process role. You can copy it as-is or let me tailor it to your industry, location, and seniority.

Title: International Voice Process Associate (Customer Support/Sales)

Location:

• On-site/Hybrid/Remote — [City, Country]

• Shift: Rotational night shifts (US/UK/AUS time zones), weekends/holidays as required

About the Role: We’re looking for a customer-focused professional to handle inbound/outbound calls for international customers, deliver exceptional service, and drive resolution with empathy and efficiency. You’ll be the voice of our brand and a key driver of customer satisfaction.

Key Responsibilities:

• Handle high-volume inbound/outbound Calls for international markets (US/UK/AUS) with a professional, neutral accent

• Diagnose and resolve customer issues; provide accurate information, troubleshooting, and follow-ups

• Meet/exceed KPIs: AHT, FCR, CSAT/NPS, Quality Scores, Schedule Adherence

• Document interactions in CRM with clear, concise notes; maintain data accuracy and confidentiality

• Upsell/cross-sell relevant products/services when applicable (if sales process)

• Escalate complex cases and collaborate with internal teams for resolution

• Adhere to call scripts, compliance, and QA guidelines; follow SOPs and SLAs

• Maintain punctuality, attendance, and performance standards in a 24x7 environment

Must-Have Qualifications:

• 0–3 years of experience in international voice process (BPO/Contact Center); freshers with excellent communication skills are welcome

• Excellent verbal communication in English with a neutral/near-native accent; active listening and empathy

• Strong problem-solving, objection handling, and de-escalation skills

• Comfortable with night shifts and rotational schedules

• Typing speed 30–40 WPM; proficient with computers and web-based tools

• Familiarity with CRM/telephony tools (e.g., Zendesk, Salesforce, Freshdesk, Five9, Avaya) is a plus

Preferred:

• Experience in one or more domains: E-commerce, FinTech, Healthcare, Travel, Telecom, SaaS

• Exposure to KPIs/QA frameworks; understanding of AHT, FCR, CSAT, QA rubrics

• Prior sales/collections experience (if role includes outbound/sales)

• Bachelor’s degree (any discipline) or equivalent experience

Compliance & Security:

• Maintain confidentiality and comply with data protection standards (e.g., GDPR/CCPA/PCI-DSS as applicable)

• Background verification and reference checks may be required

• Follow security and privacy SOPs for handling customer data

Key Performance Indicators (KPIs):

• Average Handle Time (AHT)

• First Call Resolution (FCR)

• Customer Satisfaction (CSAT/NPS)

• Quality Audit Score

• Attendance & Schedule Adherence

• Conversion/Upsell rate (for sales roles)

Compensation & Benefits:

• Competitive base salary with performance incentives

• Night shift allowance and overtime as applicable

• Health insurance and wellness benefits

• Paid time off; learning and certification support

• Transport or WFH allowance (role-dependent)

Tools & Environment:

• CRM and ticketing systems, softphone/telephony platforms, knowledge base

• For WFH: noise-free environment, reliable broadband, backup power preferred; company laptop/peripherals as applicable

Career Path:

• Senior Associate → SME/Quality Analyst → Team Lead → Assistant Manager → Manager (Operations/Training/Quality)

Interview Process:

• HR screening (communication and fit)

• Ops/Process round (role-play, scenario handling, KPI understanding)

• Accent/Voice & Soft Skills assessment; Typing/Grammar test

• Final round and offer

About Us: [2–3 lines about your company, product/service, culture, and global footprint.]

How to Apply:

• Send your resume to [email address] with subject “International Voice Process – [Your Name]”

• Include availability for shifts, notice period, and current/expected CTC

Notes to Customize:

• Choose “Customer Support” vs “Sales/Collections” emphasis

• Specify exact shift windows (e.g., 6 pm–3 am IST)

• Add domain-specific compliance (e.g., HIPAA for healthcare, PCI for payments)

• Update benefits by region; add transport/cab policy if on-site

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.