Helpdesk Executive International Voice Process

14 hours ago

Ahmedabad, Gujarat, India Mazda Consultancy Services Full time ₹ 2,00,000 - ₹ 6,00,000 per year

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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