International Voice Process Agent

Customer Support Executive – International Voice Process

• Employment DetailsExperience: 1 Year of International Voice Process experience
• Education: Higher Secondary (12th Pass) / Graduate (Role Dependent)
• Language Proficiency: English proficiency at CEFR C1/C2 level preferred
• Shift: US Rotational Shifts
• Work Location: Bengaluru (Koramangala, Whitefield, or Electronic City)
• Compensation: Up to 30% hike on the last drawn CTC, subject to interview performance and company policy
• Joining Preference: Immediate joiners or candidates serving a notice period of up to 10 days (Last Working Day proof required)
• Background Verification: Mandatory employment and educational background verification
• Document Requirements:Original educational documents must be presented during the interview process.
• Educational qualifications will be strictly verified.
• Relieving Letter from the previous employer is mandatory.
• Candidates with an absconding history are not eligible for consideration.
• Key ResponsibilitiesHandle inbound and outbound customer interactions while delivering professional, accurate, and customer-centric support.
• Resolve customer queries, complaints, and service requests in accordance with established quality and operational standards.
• Deliver prompt and effective resolutions while maintaining high levels of customer satisfaction and service excellence.
• Accurately document customer interactions, service requests, and case updates using CRM and internal systems.
• Escalate complex or unresolved issues to the appropriate teams to ensure timely resolution.
• Meet or exceed key performance metrics related to quality, productivity, adherence, and customer experience.
• Ensure compliance with organizational policies, data privacy regulations, and information security standards.
• Demonstrate excellent verbal communication, active listening, and interpersonal skills during every customer interaction.
• Collaborate with cross-functional teams to resolve customer concerns and improve overall service delivery.
• Manage multiple customer interactions efficiently while maintaining accuracy in a fast-paced environment.
• Adapt effectively to rotational shifts and changing business requirements while consistently meeting performance expectations.
• Maintain professionalism, confidentiality, and a positive customer experience throughout every interaction.