International BPO Executive

Job Title: International Voice process

Company: Accenture

Location: Work from Office

Shift Timing: Night Shift (Between 5:30 PM – 6:30 AM IST)Salary: based on previous ctc

Experience: 0–7 Years (Freshers can apply)

Overall Purpose of the RoleThe Tier 2 Customer Support Executive is responsible for delivering high-quality customer support services with a strong focus on 100% issue resolution and customer satisfaction. The role involves handling customer interactions through calls, emails, and chats while adhering to defined processes and achieving SLA targets.

• Key ResponsibilitiesHandle inbound customer interactions via Calls, Emails, and Chats and ensure accurate case logging in the system
• Provide recruitment-related support to candidates (fresh applicants and rehires) as per process guidelines
• Assist customers in navigating self-service portals and resolving queries efficiently
• Perform security verification checks in compliance with company policies and GDPR guidelines
• Make outbound calls to customers when required as per business needs
• Ensure high-quality service delivery, maintaining call quality and data accuracy standards
• Follow standard procedures for escalation of unresolved issues to appropriate teams
• Achieve SLA targets and business KPIs defined by the client
• Maintain and update process documents such as Knowledge Base, DTPs, and SharePoint
• Minimize customer complaints through effective communication and issue resolution
• Maintain regular attendance and punctuality as per company policies
• Collaborate with team members and supervisors to improve service delivery
• Required Skills & CompetenciesProficiency in customer support tools (Ticketing systems like ServiceNow preferred)
• Basic knowledge of ERP systems and Microsoft Office Suite
• Strong technical aptitude and ability to learn quickly
• Excellent verbal and written communication skills
• Ability to handle multiple customer interactions efficiently
• Experience Profile0–7 years of experience in Customer Support / BPO / Service Industry
• International BPO experience preferred
• Freshers are eligible
• Key AttributesCustomer-focused mindset with strong problem-solving ability
• Ability to work in a fast-paced and high-pressure environment
• Strong team player with good interpersonal skills
• Positive attitude and willingness to learn
• High level of integrity and professionalism
• Strong attention to detail and result-oriented approach
• Flexible to work in night shifts / rotational shifts