International Voice Process Executive

International Voice Process Customer Service

Location: Pune , Gurugram
Work Mode: Work from Office
Experience: 2+ years
Shift: Rotational Shifts
Week-offs: Rotational

Job Overview

We are looking for experienced Customer Service / International Voice Process professionals to join our customer contact centre operations. The role involves handling inbound customer interactions from international markets and delivering a high-quality, empathetic, and professional customer experience.

The ideal candidate should have strong verbal and written communication skills, a customer-first mindset, and the ability to work effectively in a fast-paced, high-volume contact centre environment.

Key Responsibilities

• Handle inbound customer calls from international customers in a professional and courteous manner.
• Understand customer requirements, identify issues, and provide appropriate resolutions within defined processes and service standards.
• Deliver a consistent and high-quality customer experience across every interaction.
• Demonstrate empathy, patience, and strong emotional intelligence while handling customer queries and concerns.
• Navigate multiple applications, systems, and digital tools simultaneously while interacting with customers.
• Follow established processes, policies, procedures, and quality standards.
• Ensure accurate handling of customer information while maintaining data privacy and confidentiality.
• Identify and escalate complex or sensitive customer issues to the appropriate team when required.
• Maintain productivity, quality, and customer service metrics in a high-volume contact centre environment.
• Adapt quickly to process changes, new systems, and evolving business requirements.
• Follow all applicable risk management, compliance, information security, and data handling requirements.
• Contribute to a positive team environment and support continuous improvement in customer service operations.

Required Skills & Experience

• Minimum 2 years of experience in an International Voice Process / International Customer Service environment.
• Strong verbal and written communication skills.
• Experience handling inbound international customer calls.
• Strong customer-centric approach with excellent listening and problem-solving skills.
• High level of empathy, patience, and emotional intelligence.
• Ability to work in a fast-paced, high-volume contact centre environment.
• Comfortable working with multiple applications and digital platforms simultaneously.
• Ability to quickly learn new processes, systems, and tools.
• Strong understanding of customer information handling, data privacy, confidentiality, and risk management.
• Good decision-making and issue-resolution skills.
• Ability to work effectively under pressure while maintaining service quality.
• Stable employment history with a demonstrated interest in building a long-term career in customer contact centre operations.

Shift & Work Requirements

• Willingness to work in rotational shifts, including shifts aligned with international markets.
• Willingness to work with rotational week-offs.
• Candidates must be comfortable working 5 days from office during the training period.
• Flexibility to adapt to changing business requirements and schedules.