इंटरनेशनल कस्टमर रिप्रेजेंटेटिव

Operations Customer Expert – International Voice Customer Service

Location: Gurgaon | Work From Office

Employment Type: Full-Time
Process: International Voice (Customer Service & Upselling)
Joining Date: 27th September

About the Role

We are hiring Operations Customer Experts for an international voice customer service process serving North American customers. This role combines customer support and consultative upselling, where you'll resolve customer queries while identifying relevant service or product opportunities based on customer needs.

The ideal candidate should have excellent spoken and written English, strong problem-solving abilities, and a customer-first approach.

Key Responsibilities

Customer Service

• Handle inbound voice calls from international customers professionally.

• Understand customer concerns through active listening and effective probing.

• Provide accurate information and timely resolutions while ensuring a positive customer experience.

• Maintain empathy and professionalism during every interaction.

Consultative Upselling

• Identify suitable upselling opportunities during customer conversations.

• Recommend relevant products or services based on customer requirements.

• Explain features, benefits, and pricing clearly without using aggressive sales techniques.

• Achieve individual upselling and conversion targets while maintaining service quality.

Documentation & Compliance

• Accurately document customer interactions in the CRM system.

• Update customer records, service requests, and case notes.

• Follow process guidelines, quality standards, and data privacy policies.

• Ensure compliance with all customer verification and security procedures.

Performance & Quality

• Meet KPIs including CSAT, Quality Score, Productivity, Attendance, and Adherence.

• Maintain excellent communication and customer satisfaction standards.

• Consistently achieve service and upselling performance goals.

Eligibility Criteria

Education

• Graduates and Undergraduates can apply.

Experience

• Freshers are welcome.

• Experienced candidates with customer service or international BPO experience are preferred.

Skills Required

• Excellent spoken and written English.

• Strong customer service and interpersonal skills.

• Customer-centric mindset with empathy and patience.

• Good analytical and problem-solving abilities.

• Basic computer proficiency and CRM navigation skills.

• Comfortable working in rotational shifts.

Salary & Incentives

Freshers ₹24,000 In-Hand
Experienced ₹27,500 In-Hand
Performance Incentives ₹20,000–₹30,000

Note: Incentives are performance-based and depend on individual conversion, quality, and business metrics.

Work Schedule & Benefits

• 5 Days Working

• 2 Rotational Week Offs

• Rotational shifts

• Both-side cab facility

• Work From Office

• International customer exposure

• Attractive monthly incentive structure

Ideal Candidate Profile

You'll be a great fit if you:

• Communicate confidently in English.

• Enjoy interacting with international customers.

• Can resolve customer issues with empathy and ownership.

• Are comfortable recommending relevant services when appropriate.

• Thrive in a performance-driven customer service environment.

Selection Process

Virtual Hiring

HR Screening → AI Assessment → Operations Interview → Final Selection

Apply Now

WhatsApp: 8271273330

Email: apply@hirewave.in

HireWave never charges any fees at any stage of the recruitment process.

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