International Voice Process Agent

Job Summary:

We are looking for an enthusiastic and customer-focused Customer Support Executive to handle customer queries through an international voice process. The candidate will be responsible for providing professional and timely assistance to international customers, resolving their concerns, and ensuring a high level of customer satisfaction. The ideal candidate should have excellent English communication skills, a customer-friendly attitude, and the ability to work in rotational shifts.

Key Responsibilities

• Handle inbound and/or outbound calls from international customers.
• Understand customer requirements and provide accurate information and solutions.
• Resolve customer complaints, queries, and service-related issues professionally.
• Maintain a polite, confident, and professional tone throughout customer interactions.
• Follow established call-handling procedures, scripts, and company policies.
• Provide appropriate information regarding products, services, orders, accounts, or processes.
• Document customer interactions, complaints, and resolutions accurately in the CRM/system.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Follow up with customers whenever required to ensure proper resolution.
• Maintain required quality, productivity, and customer satisfaction targets.
• Ensure accurate data entry and maintain confidentiality of customer information.
• Adhere to company policies, process guidelines, compliance requirements, and quality standards.
• Achieve individual and team performance targets.
• Coordinate with internal departments to resolve customer concerns efficiently.
• Maintain professional customer relationships and contribute to a positive customer experience.

Required Skills

• Excellent spoken English communication skills.
• Strong listening and comprehension abilities.
• Good pronunciation, grammar, vocabulary, and sentence formation.
• Customer-service-oriented attitude.
• Ability to handle difficult or irate customers calmly.
• Strong problem-solving and interpersonal skills.
• Good typing and basic computer knowledge.
• Familiarity with CRM or customer support software is an advantage.
• Ability to multitask and work under pressure.
• Good attention to detail.

Eligibility

• Graduate candidates can apply, depending on process requirements.
• Candidates with prior experience in International BPO / International Voice Process / Customer Support will be preferred.
• Candidates should be comfortable working in rotational shifts, including night shifts.

Experience

Experienced: 1+ years – Prior experience in international voice customer support, BPO, contact centre, or international calling process preferred.

• Shift & Work RequirementsRotational shifts as per business requirements.
• Willingness to work in night shifts for international processes.
• Weekend and holiday working may be required depending on the process.
• Comfortable working in a target-driven and fast-paced BPO environment.