International BPO Executive

Role OverviewThe Customer Support & Negotiator will be responsible for managing the customer from case assignment through resolution, while also handling direct communication and negotiations with banks.

This is a single-owner role — the same person is responsible for both customer support and bank negotiation.

Key ResponsibilitiesCustomer Support

• Handle assigned customers through phone, WhatsApp and email.
• Maintain regular communication and provide timely case updates.
• Understand customer concerns and resolve queries.
• Collect and verify required documents.
• Maintain accurate case updates in the system.
• Ensure customers are properly informed about the progress of their case.
• Handle customer concerns professionally and escalate serious issues to the SPOC/SME.

Bank Negotiation

• Contact banks and relevant banking representatives.
• Negotiate for suitable settlement/restructuring options for customers.
• Follow up with banks regularly for offers and resolutions.
• Explain available bank offers clearly to customers.
• Coordinate required documents and approvals.
• Drive each liability towards successful resolution and closure.
• Maintain complete records of all bank communications and negotiations.

Case Management

• Handle a maximum of 30 active cases at a time.
• Ensure cases do not remain stagnant.
• Follow up consistently until resolution.
• Move completed/resolved cases out of the active bucket so new cases can be assigned.
• Maintain proper case ageing and next-action updates.

Bank Visits

• Identify cases where a bank visit is genuinely required.
• Coordinate with the SPOC/SME for scheduling.
• Prepare the customer and required documents before the visit.
• Complete follow-up after the bank visit.

Customer Satisfaction & Reviews

• Focus on providing a positive customer experience.
• Proactively identify unhappy customers and resolve concerns.
• Ensure satisfied customers are encouraged to provide genuine reviews.
• Key Performance IndicatorsCase Closures
• Liability Closures
• Successful Bank Negotiations
• Customer Satisfaction
• Customer Reviews
• Case Turnaround Time
• Follow-up Quality
• Number of stagnant/overdue cases
• Customer escalation levels