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International Voice Process

1 month ago

Mumbai Maharashtra, India HR POWER PAK Full time

**Job Title**: International Voice Process Executive

Location: Andheri

Shift: Night shift (6pm - 3am). No pick up & drop off facility available

Experience: 0 - 2 years

**Reports to**: Team Leader / Operations Manager

**Job Summary**:
The International Voice Process Executive is responsible for handling customer inquiries, resolving issues, and ensuring customer satisfaction over the phone. This role involves managing international clients, troubleshooting their concerns, processing orders, or addressing service-related queries. The executive will adhere to service standards and work within specified international time zones to provide timely support.

**Key Responsibilities**:1. Customer Interaction**:

- Handle inbound and outbound international calls, addressing customer queries and providing relevant information.
- Resolve customer complaints and escalate complex issues to the appropriate department or supervisor.
- Ensure a high level of professionalism and customer satisfaction through effective communication.

**2. Product & Service Knowledge**:

- Acquire comprehensive knowledge of the company’s products, services, and processes to provide accurate information to customers.
- Assist customers with troubleshooting, product setup, or other technical issues based on the type of service provided.

**3. Sales & Lead Generation (if applicable)**:

- Identify opportunities for cross-selling or upselling products and services to existing customers (where applicable).
- Meet or exceed sales targets if working in a sales-oriented international process.

**4. Documentation & Reporting**:

- Maintain detailed and accurate records of customer interactions in the CRM system or relevant software.
- Prepare daily, weekly, or monthly reports on customer queries, resolutions, or sales targets.
- Follow up with customers to ensure their issues have been fully resolved and provide additional support if needed.

**5. Adherence to Scripts & Protocols**:

- Follow pre-approved scripts and guidelines to ensure consistency and compliance with company policies and international regulations.
- Ensure that all interactions are in line with the company's standards, including call handling time, service quality, and response times.

**6. Time Zone & Schedule Management**:

- Work within specified international time zones, adjusting to different regions such as the US, UK, Australia, etc.
- Manage shift schedules effectively, ensuring availability to provide support during peak business hours in international markets.

**7. Quality Assurance**:

- Participate in quality assurance programs, where calls are monitored to ensure high standards of communication and customer service.
- Implement feedback from quality assessments to improve future performance and service delivery.

**Skills & Qualifications**:

- **Education**: High School Diploma or equivalent; a Bachelor’s degree is a plus.
- **Experience**:

- 1-2 years of experience in a voice process, customer service, or call center role.
- Experience working in an international voice process or with global clients is highly preferred.
- **Technical Skills**:

- Proficiency in using CRM systems, call handling software, and other related tools.
- Basic computer skills including MS Office (Word, Excel, etc.).

Pay: ₹15,000.00 - ₹25,000.00 per month

**Experience**:

- International voice process: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 8291023564