International BPO

1 week ago

Goregaon Mumbai Maharashtra, India Apprication Pvt Ltd Full time ₹ 10,000 - ₹ 3,50,740 per year

Job Title

International BPO Executive — Night Shift (US Process, Pacific Time, US-Neutral Accent)

Location

Goregaon East

Role Summary

We are hiring enthusiastic and customer-focused professionals to support our US clients during Pacific Time hours. The role requires excellent spoken English with a US-neutral accent, strong interpersonal skills, and the ability to handle voice and non-voice interactions efficiently. Candidates must be comfortable working night shifts, handling customer queries, and delivering high-quality service consistently.

Key Responsibilities

  • Handle inbound/outbound calls, chats, or emails from US customers during Pacific Time hours.
  • Provide accurate information, resolve issues, and ensure customer satisfaction within defined SLAs.
  • Maintain a professional, clear, and friendly communication style with a US-neutral accent.
  • Document all customer interactions accurately in CRM/ticketing tools.
  • Escalate unresolved or complex queries to higher support teams as needed.
  • Achieve KPIs such as call quality, average handling time, first call resolution, and CSAT.
  • Participate in regular training to stay updated on process knowledge, tools, and soft skills.
  • Adhere to company policies, security protocols, and data protection standards.

Required Skills & Experience

  • Minimum 1–3 years of experience in an international BPO / call center (US process preferred).
  • Excellent English communication skills — clear, neutral US accent is mandatory.
  • Strong listening skills, empathy, and ability to handle difficult conversations.
  • Basic computer literacy (MS Office, CRM systems, ticketing tools).
  • Willingness to work night shifts aligned to US Pacific timing (rotational/fixed as per process).
  • High adaptability, ability to work under pressure, and a customer-first mindset.

Preferred / Nice-to-Have

  • Experience in voice processes (customer service, tech support, collections, or sales) for US clients.

Job Type: Full-time

Pay: ₹10, ₹35,074.74 per month

Language:

  • English (Required)

Work Location: In person

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