International Voice Process Agent

Job Overview

We are hiring Customer Service Associates for an International Voice Process in a dynamic BPO/contact center environment. The role involves handling inbound customer calls from international markets, resolving customer concerns end-to-end, and delivering a superior customer experience while meeting defined service and quality metrics.

Key Responsibilities

• Handle inbound international customer calls professionally and efficiently
• Resolve customer queries related to products/services as per process guidelines
• Provide excellent customer service with empathy, patience, and clarity
• Accurately document customer interactions in CRM/tools
• Follow SOPs, quality standards, and compliance requirements
• Manage customer expectations regarding turnaround time and resolution
• Achieve individual and team KPIs including AHT, Quality, CSAT & DSAT
• Participate in training sessions, calibrations, and team meetings

Required Skills

• Excellent verbal communication skills in English with neutral accent preferred
• Strong listening, comprehension, and problem-solving abilities
• Ability to handle escalations and difficult customers calmly
• Comfortable working in a fast-paced, target-driven environment
• Basic computer skills and ability to multitask

Qualifications

• High school diploma or equivalent (mandatory)
• Minimum 6 months of customer service / call center experience (international preferred)
• Graduate/Post-secondary education is an advantage
• Willingness to work night shifts, rotational shifts, weekends, and holidays