International Voice Process Executive
**Key Responsibilities**:
- **Issue Resolution**: Identify customer issues or concerns and provide timely and effective solutions. Collaborate with relevant teams to resolve complex problems.
- **Maintaining Customer Relationships**: Build and maintain strong relationships with international customers by offering personalized support and follow-up.
- **Process Adherence**: Ensure all tasks are completed in adherence to standard operating procedures (SOPs), ensuring consistency and quality in customer service.
- **Documentation**: Accurately document customer interactions, including complaints, feedback, and resolutions, to help improve services.
- **Upselling and Cross-Selling (if applicable)**: Suggest additional products or services to customers where appropriate, aiming to enhance their experience or meet their needs.
- **Cultural Sensitivity**: Understand and respect the cultural differences of customers from diverse regions, ensuring that communication is clear and appropriate.
- **Feedback Handling**: Collect customer feedback and escalate recurring issues or complaints to management for continuous improvement.
- **Performance Metrics**: Achieve key performance indicators (KPIs) such as call handling time, resolution rate, customer satisfaction score, etc.
• *Required Skills Qualifications**:
- **Communication Skills**: Excellent verbal and written communication in English (or other languages as required for specific regions). Clarity of speech and active listening skills are essential.
- **Cultural Sensitivity**: Ability to interact effectively with customers from various cultural backgrounds and different time zones.
- **Problem-Solving Abilities**: Strong analytical skills to resolve customer queries and provide solutions effectively.
- **Technical Knowledge**: Basic technical knowledge, depending on the industry (e.g., troubleshooting technical issues in telecommunications, IT, banking, etc.).
- **Adaptability**: Ability to work in a fast-paced environment and handle high call volumes.
- **Customer Orientation**: A customer-first attitude with a passion for helping people and solving problems.
- **Attention to Detail**: Ability to document calls accurately and follow through on issues until resolved.
- **Team Player**: Ability to work well within a team environment while also being self-motivated.
• *Preferred Qualifications**:
- Freshers / Previous experience in an international voice process or call center environment.
- Knowledge of customer service best practices.
- Proficient in editing and note-taking to maintain accurate records.
- Strong English-speaking skill is a must; an American accent is a plus.
- Calm under pressure with the ability to handle situations smoothly.
- Quick response capability to address issues promptly.
• *Work Conditions**:
- **Shift Hours**: This role may require working in night shifts or rotational shifts depending on the geographical location of the customers.
- **Location**: Often based in BPO centers or offices with international clients, though remote positions may also be available.
- **Compensation**: Salary varies based on experience, location, and company standards, along with performance bonuses or incentives.
• *Education**:Any degree
• *Experience**: Freshers / 1 years
• *Salary**: Starting ₹25000
• *Location**: Cochin
• *Job Types**: Full-time, Permanent
Pay: From ₹25,000.00 per month
• *Benefits**:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Provident Fund
Schedule:
- Morning shift
- Night shift
- Rotational shift
Supplemental Pay:
- Commission pay
- Performance bonus
- Yearly bonus
• *Education**:
- Bachelor's (preferred)
• *Experience**:
- international voice process or call center environment: 1 year (preferred)
- Editing and note-taking to maintain accurate records: 1 year (preferred)
• *Language**:
- English (American Accent) (required)
Work Location: In person
- **Issue Resolution**: Identify customer issues or concerns and provide timely and effective solutions. Collaborate with relevant teams to resolve complex problems.
- **Maintaining Customer Relationships**: Build and maintain strong relationships with international customers by offering personalized support and follow-up.
- **Process Adherence**: Ensure all tasks are completed in adherence to standard operating procedures (SOPs), ensuring consistency and quality in customer service.
- **Documentation**: Accurately document customer interactions, including complaints, feedback, and resolutions, to help improve services.
- **Upselling and Cross-Selling (if applicable)**: Suggest additional products or services to customers where appropriate, aiming to enhance their experience or meet their needs.
- **Cultural Sensitivity**: Understand and respect the cultural differences of customers from diverse regions, ensuring that communication is clear and appropriate.
- **Feedback Handling**: Collect customer feedback and escalate recurring issues or complaints to management for continuous improvement.
- **Performance Metrics**: Achieve key performance indicators (KPIs) such as call handling time, resolution rate, customer satisfaction score, etc.
• *Required Skills Qualifications**:
- **Communication Skills**: Excellent verbal and written communication in English (or other languages as required for specific regions). Clarity of speech and active listening skills are essential.
- **Cultural Sensitivity**: Ability to interact effectively with customers from various cultural backgrounds and different time zones.
- **Problem-Solving Abilities**: Strong analytical skills to resolve customer queries and provide solutions effectively.
- **Technical Knowledge**: Basic technical knowledge, depending on the industry (e.g., troubleshooting technical issues in telecommunications, IT, banking, etc.).
- **Adaptability**: Ability to work in a fast-paced environment and handle high call volumes.
- **Customer Orientation**: A customer-first attitude with a passion for helping people and solving problems.
- **Attention to Detail**: Ability to document calls accurately and follow through on issues until resolved.
- **Team Player**: Ability to work well within a team environment while also being self-motivated.
• *Preferred Qualifications**:
- Freshers / Previous experience in an international voice process or call center environment.
- Knowledge of customer service best practices.
- Proficient in editing and note-taking to maintain accurate records.
- Strong English-speaking skill is a must; an American accent is a plus.
- Calm under pressure with the ability to handle situations smoothly.
- Quick response capability to address issues promptly.
• *Work Conditions**:
- **Shift Hours**: This role may require working in night shifts or rotational shifts depending on the geographical location of the customers.
- **Location**: Often based in BPO centers or offices with international clients, though remote positions may also be available.
- **Compensation**: Salary varies based on experience, location, and company standards, along with performance bonuses or incentives.
• *Education**:Any degree
• *Experience**: Freshers / 1 years
• *Salary**: Starting ₹25000
• *Location**: Cochin
• *Job Types**: Full-time, Permanent
Pay: From ₹25,000.00 per month
• *Benefits**:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Provident Fund
Schedule:
- Morning shift
- Night shift
- Rotational shift
Supplemental Pay:
- Commission pay
- Performance bonus
- Yearly bonus
• *Education**:
- Bachelor's (preferred)
• *Experience**:
- international voice process or call center environment: 1 year (preferred)
- Editing and note-taking to maintain accurate records: 1 year (preferred)
• *Language**:
- English (American Accent) (required)
Work Location: In person