International Voice and Non Voice Process

Key Responsibilities:

Voice Process:

• Handle inbound/outbound international calls professionally.
• Resolve customer queries related to products, services, or billing.
• Maintain call quality standards and achieve targets such as First Call Resolution (FCR) and Customer Satisfaction (CSAT).
• Escalate unresolved issues to the relevant department.

Non-Voice Process:

• Respond to customer emails, chats, or support tickets.
• Perform data entry, order processing, or backend documentation tasks.
• Maintain accuracy and compliance with SOPs and client expectations.
• Provide timely updates and follow-up with customers.

Eligibility Criteria:

• Education: Any Graduate (UG/PG)
• Experience: 0–3 years in BPO/ITES/Customer Support
• Communication Skills:
• Excellent spoken English for voice process
• Good written English for non-voice process
• Typing speed of 30–35 WPM with accuracy (for non-voice)
• Willingness to work in night shifts or rotational shifts

Skills Required:

• Customer service mindset with problem-solving ability
• Basic computer and internet knowledge
• Multitasking ability and attention to detail
• Familiarity with CRM tools is a plus