Customer Care Executive - International Voice Process

Customer Care Executive - International Voice Process

Role Overview

As a Customer Care Executive in the international voice process, you will be responsible for handling inbound and outbound calls with global customers. Your role is to resolve queries, provide accurate information, and ensure a positive customer experience while adhering to company policies and service standards.

Key Responsibilities

• Customer interaction: Handle calls from international clients, addressing queries and concerns professionally.
• Issue resolution: Provide timely solutions to customer problems, escalating complex issues when necessary.
• Process adherence: Follow scripts, compliance guidelines, and quality standards during calls.
• Documentation: Record customer interactions and maintain accurate case logs in CRM systems.
• Team collaboration: Work closely with supervisors and colleagues to improve service delivery.
• Upselling opportunities: Identify chances to promote additional services or products when appropriate.

Required Skills

• Communication skills: Excellent verbal English with neutral accent.
• Active listening: Ability to understand customer needs and respond empathetically.
• Problem-solving: Quick thinking to provide effective solutions.
• Technical proficiency: Familiarity with computer systems, CRM tools, and MS Office.
• Adaptability: Comfortable working in rotational shifts, including night shifts.

Qualifications

• Graduate or undergraduate (any stream).
• Prior experience in international BPO or customer support preferred.
• Freshers with strong communication skills are also welcome.

Work Environment

• Fast-paced, target-driven environment.
• Exposure to global clients and diverse cultures.
• Opportunities for career growth in customer service and operations.