Customer Care Executive

Job Title: Customer Support Executive International Voice ProcessDepartment: Customer Operations / BPOExperience Level: 1 to 3 Years (Freshers & Experienced Candidates Welcome)Job Type: Full-TimeShift: Rotational Shifts (24/7 environment)Job PurposeWe are seeking a customer-focused, dynamic, and articulate Customer Support Executive to join our International Voice Process team. In this role, you will be the primary point of contact for global customers, handling inbound or outbound phone interactions to resolve inquiries, troubleshoot issues, and deliver exceptional service standards.Key Roles & Responsibilities

• Customer Interaction: Handle incoming/outgoing phone calls from global customers with professional telephone etiquette.
• Issue Resolution: Actively listen, identify customer needs, troubleshoot problems, and deliver accurate resolutions according to company standard guidelines.
• Process Compliance: Adhere strictly to operational metrics including Average Handling Time (AHT), First Call Resolution (FCR), Quality Score, and Customer Satisfaction (CSAT) targets.
• Data Documentation: Maintain precise records of customer interactions, transactions, and feedback in the CRM database.
• Escalation Management: Recognize and escalate complex or unresolved issues to senior representatives or supervisors as required.
• Continuous Learning: Complete process and product updates training regularly to maintain high service knowledge.

Key Requirements & QualificationsEducationAny graduateExperience:

• 1 – 3 Years of experience in customer service.
• Freshers: Excellent spoken English and strong customer-centric mindset.
• Experienced Candidates (1–3 years): Prior experience in an international BPO / call center (voice process) is a strong advantage.

Skills & Competencies:

• Communication: Exceptional verbal English communication skills with clear diction, natural flow, and neutral accent.
• Active Listening: Ability to comprehend global English accents and understand customer concerns efficiently.
• Problem-Solving: Quick thinking, analytical skill, and ability to handle difficult or irate customers with empathy and composure.
• Technical Aptitude: Basic computer proficiency, comfortable navigating CRM applications, and good typing speed (25+ WPM with high accuracy).
• Adaptability: Willingness to work in rotational shifts, rotational off days, and fast-paced environments.

Work Conditions:-Work Mode: On-Site .

• (Home pick-and-drop cab facility)
• Location:- Kolkata

Preferred candidate profile