Helpdesk Executive International Voice Process
2 days ago
Job Summary:
We are seeking a proactive and tech-savvy Helpdesk Executive International Voice Process to provide first-line support to global users via voice calls. The role involves resolving and ensuring prompt and efficient customer service to international clients.
Key Responsibilities:
Handle incoming voice calls from international customers (US/UK/AUS).
Escalate complex issues to higher-level support as necessary while ensuring timely resolution.
- Ensure accurate and detailed documentation of all interactions in the ticketing system.
- Follow defined workflows and SOPs while maintaining high-quality standards and service levels.
- Maintain professionalism and customer satisfaction during all interactions.
- Meet or exceed key performance indicators (KPIs) such as First Call Resolution, CSAT, and Average Handling Time.
Required Skills and Qualifications:
- Bachelor's degree in any discipline.
- 0–3 years of experience in Helpdesk (International Voice Process preferred).
- Excellent verbal communication skills in English (neutral accent preferred).
- Willingness to work in night shifts and rotational offs.
- Ability to remain calm and professional during difficult situations or high-pressure calls.
Preferred Skills:
- Experience in International BPO or Voice Process.
Shift Details:
- Working Hours: Rotational shifts (24x7 environment – US, UK, or AUS time zones)
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