International Voice Process Executive

Key Responsibilities:

- Issue Resolution: Identify customer issues or concerns and provide timely and effective solutions. Collaborate with relevant teams to resolve complex problems.
- Maintaining Customer Relationships: Build and maintain strong relationships with international customers by offering personalized support and follow-up.
- Process Adherence: Ensure all tasks are completed in adherence to standard operating procedures (SOPs), ensuring consistency and quality in customer service.
- Documentation: Accurately document customer interactions, including complaints, feedback, and resolutions, to help improve services.
- Upselling and Cross-Selling (if applicable): Suggest additional products or services to customers where appropriate, aiming to enhance their experience or meet their needs.
- Cultural Sensitivity: Understand and respect the cultural differences of customers from diverse regions, ensuring that communication is clear and appropriate.
- Feedback Handling: Collect customer feedback and escalate recurring issues or complaints to management for continuous improvement.
- Performance Metrics: Achieve key performance indicators (KPIs) such as call handling time, resolution rate, customer satisfaction score, etc.
• Required Skills & Qualifications:

- Communication Skills: Excellent verbal and written communication in English (or other languages as required for specific regions). Clarity of speech and active listening skills are essential.
- Cultural Sensitivity: Ability to interact effectively with customers from various cultural backgrounds and different time zones.
- Problem-Solving Abilities: Strong analytical skills to resolve customer queries and provide solutions effectively.
- Technical Knowledge: Basic technical knowledge, depending on the industry (e.g., troubleshooting technical issues in telecommunications, IT, banking, etc.).
- Adaptability: Ability to work in a fast-paced environment and handle high call volumes.
- Customer Orientation: A customer-first attitude with a passion for helping people and solving problems.
- Attention to Detail: Ability to document calls accurately and follow through on issues until resolved.
- Team Player: Ability to work well within a team environment while also being self-motivated.
• Preferred Qualifications:

- Freshers / Previous experience in an international voice process or call center environment.
- Knowledge of customer service best practices.
- Proficient in editing and note-taking to maintain accurate records.
- Strong English-speaking skill is a must; an American accent is a plus.
- Calm under pressure with the ability to handle situations smoothly.
- Quick response capability to address issues promptly.
• Work Conditions:

- Shift Hours: This role may require working in night shifts or rotational shifts depending on the geographical location of the customers.
- Location: Often based in BPO centers or offices with international clients, though remote positions may also be available.
- Compensation: Salary varies based on experience, location, and company standards, along with performance bonuses or incentives.
• Education:Any degree
• Experience: Freshers / 1 years
• Salary: Starting ₹25000
• Location: Cochin
• Job Types: Full-time, Permanent

Pay: From ₹25,000.00 per month
• Benefits:

- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Provident Fund

Schedule:

- Morning shift
- Night shift
- Rotational shift

Supplemental Pay:

- Commission pay
- Performance bonus
- Yearly bonus
• Education:

- Bachelor's (preferred)
• Experience:

- international voice process or call center environment: 1 year (preferred)
- Editing and note-taking to maintain accurate records: 1 year (preferred)
• Language:

- English (American Accent) (required)

Work Location: In person