International BPO Executive

An international voice process job involves handling customer inquiries, support requests, and complaints via phone for clients in foreign markets. Key duties include managing both inbound and outbound calls, resolving issues, maintaining customer records, and meeting performance targets related to customer satisfaction and productivity. The role requires strong communication and problem-solving skills, adherence to company policies, and the flexibility to work in different shifts.  

Key responsibilities

• Customer support: Handle inbound and outbound calls to provide information, assist with inquiries, and resolve problems for international customers. 
• Problem resolution: Address customer complaints and escalate issues to the appropriate internal teams when necessary. 
• Record keeping: Accurately document customer interactions, transactions, and complaints in the system. 
• Quality and compliance: Adhere to company policies, procedures, and quality standards for all calls. 
• Target achievement: Meet individual and team goals for customer satisfaction, call handling, and productivity. 
• Upselling: Potentially promote and sell products or services to customers. 
• Product knowledge: Stay updated on company products and services to provide accurate information. 

Required skills and qualifications

• Communication: Excellent verbal and written communication skills, often in English for international clients. 
• Customer service: A strong customer service orientation and the ability to empathize with customers. 
• Problem-solving: Good problem-solving skills to find appropriate solutions for customers. 
• Adaptability: Ability to work in a fast-paced, target-driven environment. 
• Technical proficiency: Basic computer knowledge and typing skills. 
• Flexibility: Willingness to work in various shifts, including weekends and holidays. 
• Education: Typically requires a minimum of a 12th-grade education, though a degree may be preferred for some positions. 
• Experience: Previous experience in a voice process or customer service role is often an advantage but may not be mandatory for entry-level positions.