Urgent Hiring || Gurugram Location

Role & responsibilities

Key responsibilities

• Handle inbound and outbound international customer calls.
• Answer customer questions about products, services, billing, or accounts.
• Resolve complaints and provide suitable solutions.
• Explain company policies and procedures clearly.
• Maintain proper call etiquette and professional communication.
• Update customer details and call notes in the CRM system.
• Meet targets such as customer satisfaction (CSAT), call quality, and average handling time (AHT).
• Follow data privacy rules and company guidelines.
• Respond to customer queries through email and live chat.
• Provide accurate information using company knowledge bases.
• Process orders, refunds, cancellations, and account updates, as authorized.
• Enter, verify, and update customer data.
• Investigate customer issues and escalate complex cases.
• Maintain professional grammar, spelling, and written communication.
• Meet productivity, accuracy, response-time, and quality targets.
• Protect confidential customer information.

Preferred candidate profile

• Education: Undergraduate (UG), graduate, or candidates pursuing graduation, depending on company requirements.
• Experience: Freshers can apply; prior BPO experience is not always required.
• Communication skills: Good English communication skills for international customer support.
• Computer skills: Basic computer knowledge, MS Office, and internet browsing.
• Voice process: Good spoken English, listening skills, confidence, and telephone etiquette.
• Non-voice process: Good written English, typing speed, grammar, and attention to detail.
• Customer service: Ability to understand customer concerns and provide appropriate solutions.
• Soft skills: Positive attitude, patience, teamwork, and problem-solving ability.
• Work flexibility: Willingness to work rotational shifts, night shifts, and weekends, if required.
• Other requirements: Ability to meet quality and productivity targets and follow company policies.