Technical Voice Process

Technical Voice Process - !!Night Shift!!

YOE: 0-1 yr {Freshers are Welcome}

Location: Bangalore - Bommanahalli

Shift - Rotational Night Shifts only

2 ways transport facility will be provided

Job Description Inbound International Voice Process

• Handle inbound customer calls from international/US customers in a professional manner.
• Understand customer queries, concerns, and requirements and provide accurate resolutions.
• Communicate clearly and confidently with US customers through voice interactions.
• Provide information regarding products, services, orders, accounts, or processes as applicable.
• Troubleshoot customer issues by following defined SOPs, process guidelines, and escalation procedures.
• Maintain a polite, patient, and customer-focused approach throughout every interaction.
• Verify customer details and update relevant information accurately in the CRM/system.
• Resolve customer complaints effectively while maintaining quality and customer satisfaction standards.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Maintain proper documentation of customer interactions, resolutions, and follow-ups.
• Achieve assigned KPIs, including call quality, Average Handling Time (AHT), productivity, and customer satisfaction.
• Follow company policies, data-security guidelines, and compliance requirements.
• Handle multiple customer interactions efficiently while maintaining accuracy.
• Demonstrate strong English communication, active listening, problem-solving, and interpersonal skills.
• Be comfortable working in US shifts/night shifts, including rotational schedules when required.
• Prior experience in an international voice process/customer support role will be an added advantage.

Thanks & Regards

Aishwarya J

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