International Voice Process Agent

Overview

We are seeking dedicated International Voice Process Agents to join our team in Bangalore. This full-time position requires working from our office and handling voice-based customer service interactions with international clients, primarily in US and UK markets. Candidates should be prepared to work rotational shifts including nights and have excellent communication skills in English while delivering an exceptional customer experience.

Key Responsibilities

• Manage inbound and outbound calls from international customers with a focus on clear communication.
• Accurately comprehend and respond to customer inquiries, providing timely solutions.
• Maintain courteous and professional communication during all customer interactions.
• Strive to resolve issues on the first call to maximize customer satisfaction.
• Adhere strictly to process guidelines, standard operating procedures, quality benchmarks, and compliance standards.
• Log all customer interactions accurately in CRM or other designated systems.
• Refer unresolved or complex cases to higher-level teams for resolution.
• Meet or exceed targets related to quality, productivity, service level agreements, and satisfaction metrics.
• Maintain professionalism even when dealing with difficult or escalated customer situations.

Candidate Requirements

• Excellent verbal English skills, including fluency and clear pronunciation.
• Between 1 to 5 years of experience in international BPO, international voice processes, or customer support is preferred; however, freshers with strong communication skills will also be considered.
• Minimum educational qualification of 12th pass or graduation.
• Strong customer service orientation and problem-solving capabilities.
• Basic computer literacy and proficient typing skills.
• Ability and willingness to work in US/UK or other global rotational shifts.
• Candidates must be willing to work onsite in Bangalore.
• Preference will be given to those who can join immediately or with a short notice period.

Compensation and Benefits

• Monthly salary ranging from ₹30,000 to ₹45,000.
• Performance-based incentives where applicable.
• Opportunities for career advancement.
• Exposure to international customers and markets.
• Comprehensive training and skill development programs.
• Transport facilities, including cab service, as per company policy.
• Statutory benefits such as Provident Fund (PF) and Employee State Insurance (ESI) included.

Work Schedule

• Rotational international shifts including US and UK timings.
• Workweek comprises 5 days with 2 rotational weekly offs.

Hiring Procedure

• Initial HR screening call.
• Assessment of English communication skills.
• Interview with the operations team.
• Final discussion with HR for selection.