International Voice Process Agent

Job Overview

Seeking a proactive Customer Support Executive to manage inbound and outbound calls in an international voice process. The role entails addressing customer inquiries professionally, ensuring timely resolution of issues, and maintaining exemplary service standards for international clientele. Candidates must possess strong English communication abilities and a customer-centric mindset, along with readiness for rotational shift work.

Key Duties and Responsibilities

• Handle inbound and outbound calls from customers worldwide with professionalism.
• Analyze customer needs to offer precise information and solutions.
• Efficiently resolve complaints and service issues while maintaining a courteous and confident demeanor.
• Comply with company scripts, call handling protocols, and procedural policies.
• Provide detailed information on products, orders, accounts, or company procedures as required.
• Precisely document customer interactions, complaints, and corrective actions in the CRM platform.
• Escalate unresolved or complex issues to supervisors or relevant departments promptly.
• Follow up to ensure complete resolution and customer satisfaction.
• Meet or exceed quality, productivity, and customer satisfaction metrics.
• Safeguard the confidentiality of customer data and ensure accurate data entry.
• Work collaboratively with internal teams to expedite solutions.
• Uphold company policies, quality standards, and compliance requirements consistently.

Skills and Qualifications

• Fluent spoken English with excellent pronunciation and grammar skills.
• Strong active listening and comprehension.
• Customer-oriented approach with the ability to remain calm during difficult interactions.
• Effective problem-solving and interpersonal communication capabilities.
• Basic computer proficiency and typing skills; familiarity with CRM systems is advantageous.
• Capacity to multitask efficiently and thrive under pressure.
• Detail-oriented with high accuracy.

Eligibility and Experience

Applicants should be graduates, with preference for candidates who have more than one year of experience in International BPO, international voice support, customer service in contact centers, or similar roles. Candidates must be comfortable working rotating shifts including night duties, with possible weekend or holiday shifts depending on business needs.

Working Conditions

• Work includes rotational and night shifts according to business schedules.
• Weekend and holiday work may be occasional based on process demands.
• Operates in a fast-paced, target-driven BPO environment.