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Job Description – International Voice Process

Job Title: International Voice Process Executive
Department: Customer Support / BPO
Experience: Freshers / 0–3 years
Employment Type: Full-time
Work Location: Bangalore
Shift: Rotational / Night Shifts

Job Summary

We are looking for confident and customer-focused professionals to join our International Voice Process team. The candidate will be responsible for handling inbound and/or outbound calls from international customers, resolving queries, providing accurate information, and ensuring a high-quality customer experience.

Key Responsibilities

• Handle customer calls from international clients in a professional and courteous manner.

• Understand customer concerns and provide appropriate solutions.

• Resolve customer queries related to products, services, orders, billing, or accounts.

• Maintain high standards of customer service and call quality.

• Document customer interactions accurately in the CRM/system.

• Follow company policies, processes, and quality guidelines.

• Achieve assigned targets for productivity, quality, and customer satisfaction.

• Escalate complex issues to the appropriate team when required.

• Maintain confidentiality of customer and company information.

• Work effectively in rotational shifts, including night shifts.

Required Skills

• Excellent verbal and written communication skills in English.

• Good pronunciation, grammar, vocabulary, and active listening skills.

• Strong customer-handling and problem-solving abilities.

• Ability to communicate confidently with international customers.

• Basic computer knowledge and familiarity with MS Office/CRM tools.

• Good interpersonal skills and a positive attitude.

• Ability to work under pressure and meet performance targets.

Eligibility

• Graduate / Undergraduate as per company requirements.

• Freshers are welcome; prior international voice/BPO experience is an advantage.

• Candidates should be comfortable working in rotational/night shifts.

• Candidates should have good English communication skills.

Key Performance Indicators (KPIs)

• Call Quality / Quality Score

• Customer Satisfaction (CSAT)

• Average Handling Time (AHT)

• First Call Resolution (FCR)

• Attendance and Adherence

• Productivity

• Customer complaint resolution

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 6 months - 5 years of experience.