International Voice Process Agent

International Voice Process Executive – Internet Transfer Process

We are looking for energetic and customer-oriented professionals for an International Voice Process specializing in Internet Service Transfers for US customers. The role involves assisting customers with transferring their existing internet services to new locations, recommending suitable plans, coordinating service activation, and ensuring a seamless transition experience.

• Key ResponsibilitiesHandle inbound and outbound calls with US customers regarding internet service transfers and relocation requests.
• Assist customers in transferring broadband, WiFi, and internet services to new residential or business locations.
• Verify service availability and recommend suitable internet plans based on customer requirements.
• Explain plan features, pricing, transfer charges, installation schedules, and promotional offers.
• Coordinate new service activations, account transfers, upgrades, and renewals.
• Resolve customer concerns related to internet connectivity, transfer status, and service setup.
• Upsell and cross-sell premium internet plans, WiFi equipment, mesh systems, and value-added services.
• Maintain accurate customer records and transfer requests in CRM systems (Zendesk or similar platforms).
• Ensure compliance with company policies and quality standards during customer interactions.
• Deliver an excellent customer experience throughout the transfer and onboarding process.
• Key Skills RequiredExcellent English communication skills.
• Strong customer service and sales abilities.
• Ability to handle international customers professionally.
• Good understanding of internet services, WiFi networks, broadband plans, and connectivity solutions.
• Problem-solving and negotiation skills.
• Familiarity with CRM tools and customer support platforms.
• Ability to work in a target-driven environment.
• Willingness to work night shifts aligned with US time zones.

Job Details

Location: Koramangala, ST Bed Layout, Bangalore

Shift: Night Shift (US Process)

Working Days: 5 Days a Week

Experience Required: Minimum 2 Years of Experience in International Telecom / Internet Service Process

Salary: Competitive Package + Performance Incentives

• Key Performance Indicators (KPIs)Internet Transfer Completion Rate
• Customer Satisfaction Score (CSAT)
• Revenue Generated through Upselling
• Service Activation Success Rate
• Call Quality Score
• Customer Retention Rate
• Average Handling Time (AHT)
• First Call Resolution (FCR)