International Voices Process

Job Title: Customer Service Representative 

Location: Vadodara 

Job Type: Full-time 

About the Role: 

We are looking for dynamic and customer-oriented individuals to join our team as Customer Service Representatives. In this role, you will interact with customers via phone, email, or chat, providing assistance with their inquiries, resolving concerns, and ensuring a positive experience with our client’s products or services. Depending on the business requirement, selected candidates may also be assigned to Content Moderation duties. 

Key Responsibilities: 

Deliver exceptional service to customers while meeting Key Performance Indicators (KPIs) 

Clarify and understand customer requirements using decision-support tools and available resources 

Resolve customer issues effectively while maintaining a high level of empathy and rapport 

Offer relevant products or services that align with customer needs 

Accurately document interactions and update call tracking systems 

Participate in initiatives aimed at improving customer satisfaction and overall business performance 

Maintain up-to-date knowledge of products and services 

Refer complex issues or unresolved concerns to senior staff or appropriate resources 

If Assigned to Content Moderation: 

Review and moderate a wide range of user-generated content including text, images, and videos 

Identify and act upon content that violates client terms of service (e.g., violence, extremism, adult content) 

Work with high attention to detail while handling potentially sensitive or explicit material 

Make objective decisions aligned with platform guidelines and community standards 

Candidate Profile: 

Graduate or Undergraduate in any discipline 

0–3 years of experience in customer service or related fields 

Excellent verbal and written communication skills 

Strong customer service orientation with a courteous and empathetic approach 

Basic computer knowledge and strong navigation skills 

Ability to multitask and adapt to a fast-paced environment 

Detail-oriented and dependable team player 

Flexibility to work in rotational shifts 

Comfortable with repetitive tasks and high productivity requirements 

Preferred Skills: 

Strong problem-solving and analytical abilities 

Capable of managing complex queries and providing effective resolutions 

Ability to work independently and take ownership of issues 

Demonstrated patience and professionalism in all customer interactions