International Voice Process Executive

About the Role

Sutherland is inviting applications for the role of International Voice Process Executive to provide outstanding customer support through inbound and outbound communication with international clients. This position demands a confident professional adept at addressing customer inquiries, delivering correct information, resolving concerns, and maintaining superior customer satisfaction levels.

Key Responsibilities

• Manage inbound and outbound calls from customers located internationally.
• Comprehend customer questions thoroughly to offer suitable solutions.
• Maintain professional and clear English communication at all times.
• Adhere strictly to the organization's policies, procedures, and quality benchmarks.
• Verify and accurately update customer information records.
• Handle complaints and challenging customer interactions with professionalism.
• Escalate unresolved or complex issues to the relevant departments.
• Accurately document call details and maintain customer records.
• Consistently achieve targets related to KPI, SLA, Average Handle Time, Customer Satisfaction, and quality standards.
• Comply with data privacy, security, and regulatory requirements.
• Meet both individual and team-oriented performance goals.

Candidate Profile and Requirements

• Excellent verbal and written command of the English language.
• Strong listening abilities and interpersonal communication skills.
• Neutral or easily comprehensible English accent preferred.
• Effective customer interaction and problem-solving capabilities.
• Ability to perform well under pressure while meeting set targets.
• Basic computer proficiency including good typing speed.
• Flexibility to work rotational shifts, including night shifts aligned to international time zones.
• Graduates from any discipline are eligible; freshers may be considered depending on the process requirements.
• Previous experience in international BPO, customer support, healthcare, insurance, or voice processes is advantageous.

Performance Indicators

• Average Handle Time (AHT)
• Customer Satisfaction Score (CSAT)
• Quality Score
• First Call Resolution (FCR)
• Service Level Agreement adherence (SLA)
• Attendance and compliance to schedules
• Overall productivity
• Conversion or collection targets where applicable

Additional Information

• Employment type: Full-time
• Shift schedule involves rotational shifts with night shift flexibility.
• Work location: Manikonda, Hyderabad
• Workweek: 5 working days with 2 days off
• Salary: Competitive hike on last drawn CTC, up to a maximum of INR 375,000 annually
• Notice period: Immediate joining preferred
• Transportation: One-way cab for regular shifts and two-way cab service for night shifts

Company Overview

Sutherland is a leading global firm specializing in business and digital transformation with over 35 years of expertise. The company blends domain proficiency with digital technologies including AI and automation to deliver innovative solutions for sectors such as Healthcare, Banking, Technology, and Retail. Known for its innovation and integrity, Sutherland supports marquee clients worldwide through its team of 40,000 professionals.

Important Note

Sutherland does not solicit payments or favors for job placements. Any suspicious activity should be reported immediately via appropriate channels.