International Voice Process

Job Description – SME | International Voice Process Role: Subject Matter Expert (SME) – International Voice Customer Support Location: Pune Experience: Minimum 5+ Years Work Mode: Work from Office Shift: International / US / UK Shifts Job Summary We are looking for an experienced SME – International Voice Customer Support to support day-today operations, handle complex customer interactions, and provide process guidance to the team. The ideal candidate should have strong experience in international voice processes with excellent communication, customer handling, escalation management, and problem-solving skills. Key Responsibilities Handle complex and escalated customer queries through international voice support. Act as the Subject Matter Expert for process and product-related queries. Provide real-time support and guidance to agents on process-related issues. Handle customer complaints and escalations professionally and ensure timely resolution. Conduct process refreshers, knowledge-sharing sessions, and support new team members. Monitor process adherence, quality, productivity, and customer satisfaction metrics. Identify recurring issues and provide appropriate solutions or recommendations. Coordinate with internal teams for issue resolution and process improvements. Maintain and update process documentation, FAQs, and knowledge repositories. Support the Team Leader/Manager with daily operational activities and reporting. Ensure compliance with defined SOPs, SLAs, quality standards, and customer service guidelines. Required Skills 5+ years of experience in International Voice / International Customer Support. Strong spoken English and excellent verbal communication skills. Strong customer handling and conflict-resolution skills. Experience handling escalations and complex customer issues. Strong process knowledge and ability to guide/mentor team members. Good analytical and problem-solving abilities. Experience with CRM, ticketing, or customer support tools. Ability to work in US/UK or rotational international shifts. Comfortable working from office in Pune. Preferred Previous experience as an SME / Senior Associate / Floor Support / Escalation Desk. Experience in handling international customers, preferably US/UK. Experience in quality/process improvement and stakeholder coordination.