International Semi-voice process

Key Responsibilities:

• Respond to customer queries through email, chat, and limited voice support.
• Ensure timely and professional responses to all customer interactions.
• Maintain accurate documentation of customer queries and resolutions in CRM tools.
• Analyze customer problems and provide appropriate solutions or escalate complex cases.
• Meet daily/weekly productivity and quality targets (AHT, FCR, CSAT, etc.).
• Follow standard operating procedures (SOPs) and maintain service-level agreements (SLAs).
• Handle multi-tasking across platforms while maintaining high attention to detail.

Required Skills & Qualifications:

• Education: Any graduate (non-technical or technical background acceptable).
• Experience: 0–2 years in international BPO / semi-voice / customer support. Freshers with strong written English skills are welcome.
• Communication Skills:
• Written: Excellent grammar, spelling, and email etiquette.
• Spoken: Good English with a neutral accent (for limited voice interactions).
• Typing Speed: Minimum 30–35 WPM with high accuracy.
• Basic knowledge of customer service tools (e.g., Zendesk, Freshdesk, Salesforce, or similar CRMs).

Soft Skills:

• Good analytical and logical thinking.
• Ability to stay calm under pressure and resolve issues patiently.
• Multitasking and time management skills.
• Team player with a customer-first attitude.