International Voice Process Executive

2 weeks ago

Hyderabad, Telangana, India Expansure IT Solutions Private Limited Full time ₹ 2,50,000 - ₹ 40,00,000 per year

Overview

We are looking for a motivated, empathetic, and customer-focused call center agent to join our U.S.-based customer service team. In this role, you will be the first point of contact for clients, providing information, resolving inquiries, and ensuring an exceptional experience through phone and/or chat support.

Key Responsibilities

  • Handle inbound calls from potential or existing clients courteously, professionally, and confidentially
  • Conduct detailed intake interviews to gather essential client and case information, including personal details, incident facts, and supporting documentation
  • Accurately enter all information into the firm's case management system
  • Ask clear, targeted follow-up questions to ensure complete and accurate data collection
  • Assess case eligibility based on firm guidelines and forward qualified leads to legal staff for review
  • Maintain knowledge of multiple case types (e.g., personal injury, workers' compensation, medical malpractice) to guide clients effectively
  • Manage sensitive or emotionally charged conversations with empathy and discretion
  • Follow scripts and legal intake procedures to remain compliant with legal and ethical standards
  • Provide general information about the firm's services without offering legal advice
  • Meet performance goals for call volume, accuracy, and quality assurance

Qualifications

  • Minimum 2 years of international voice process is mandatory
  • Strong communication and active listening skills
  • Ability to handle high-volume calls in a professional, empathetic manner
  • Excellent attention to detail and data entry accuracy
  • Prior customer service, legal intake, or call center experience preferred
  • Ability to maintain confidentiality and handle sensitive matters professionally

Job Type: Full-time

Pay: ₹25, ₹40,000.00 per month

Benefits:

  • Food provided
  • Health insurance
  • Paid sick time
  • Paid time off
  • Provident Fund

Education:

  • Bachelor's (Required)

Experience:

  • International voice process: 2 years (Required)

Language:

  • Speaking proficiency (Required)

Location:

  • Hyderbad, Telangana (Required)

Shift availability:

  • Day Shift (Preferred)
  • Night Shift (Preferred)
  • Overnight Shift (Preferred)

Work Location: In person

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