International Voice & Non-Voice Process

Key Responsibilities:

Voice Process:

• Handle inbound/outbound international customer calls.
• Provide real-time assistance for issues related to products, orders, services, billing, or tech support.
• Escalate unresolved queries to higher support levels if required.
• Maintain high standards of call quality, accuracy, and customer satisfaction.

Non-Voice Process:

• Respond to customer emails and chat queries accurately and efficiently.
• Address concerns related to transactions, account issues, or service requests.
• Follow internal documentation protocols and update CRM/ticketing tools.
• Meet productivity and quality targets for chat/email volumes.

Eligibility Criteria:

• Education: Any graduate (B.A., B.Com, B.Sc., BBA, BCA, etc.)
• Experience: 02 years (Freshers encouraged to apply)
• Communication:
• Fluent English (spoken and written)
• Neutral accent (for voice process)
• Strong grammar and typing skills (for non-voice)
• Typing Speed (Non-Voice): 3035 WPM with 90% accuracy
• Flexibility: Comfortable with night shifts and rotational week-offs

Key Skills:

• Strong customer service orientation
• Ability to multitask (especially in non-voice chat/email queues)
• Basic knowledge of CRMs and support platforms (e.g., Zendesk, Salesforce)
• Patience, empathy, and problem-solving attitude