Process Associate – International Voice Process (US Shift)

Job Summary

Hutah AI Technologies is seeking a highly motivated and articulate Process Associate to join our International Voice Process team. In this role, you will be responsible for handling inbound and/or outbound customer calls, resolving inquiries, and providing exceptional customer service to our US-based clients. Operating during fixed night hours (10:00 PM IST to 06:00 AM IST), you will act as the frontline voice of our company, ensuring high customer satisfaction and adherence to service level agreements (SLAs).

Key Responsibilities

• Handle inbound and outbound calls from US customers efficiently and professionally.
• Voice verification and customer authentication support.
• Having basic knowledge of US Travel Insurance is an added advantage.
• Excellent communications skills, US Accent and strictly no MTI (mother tongue influence)
• Understand customer needs, troubleshoot problems, and provide accurate, timely solutions.
• Maintain accurate and detailed records of all customer interactions and transactions in the CRM system.
• Meet or exceed daily performance targets, including Service Level (SL), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Quality Assurance (QA) scores.
• Adhere to standard operating procedures (SOPs), company policies, and communication scripts.
• Proactively escalate complex issues to the appropriate team and provide feedback to improve overall process efficiency.

Required Qualifications

• Education: Any Graduate / Undergraduate / Diploma holder.
• Experience in an International Voice Process or customer service role. (Freshers with excellent communication skills are welcome to apply).

Key Skills & Competencies

• Exceptional verbal and written English communication skills with a neutral accent.
• Strong listening skills with the ability to easily understand and converse with US customers.
• Ability to think on your feet, de-escalate frustrated customers, and resolve conflicts calmly.
• Basic computer proficiency and experience navigating multiple software applications simultaneously.
• Comfortable working in a fast-paced, target-driven environment.

Work Requirements

• Must be willing to work fixed night shifts from 10:00 PM IST to 06:00 AM IST.
• Must be flexible to work on weekends or holidays based on business requirements.

Perks & Benefits

• Competitive salary with performance-based incentives.
• [cab facility / Transportation allowance]
• Comprehensive medical and health insurance.

Opportunities for career growth and internal mobility within Hutah AI Technologies.

Please send resumes to hr1@hutahai.com