About The Opportunity
A rapidly scaling BPO and customer experience solutions provider, we deliver high-impact global voice support services across industries including healthcare, fintech, edtech, and consumer tech. Our international voice operations power 24/7 customer engagement for Fortune 500 clients — combining linguistic agility, cultural fluency, and technology-enabled service delivery to elevate global CX standards. We're building a world-class voice team in India to serve markets from North America to APAC.
Role & Responsibilities
- Deliver professional, empathetic, and solutions-driven customer support via inbound/outbound voice channels for international clients.
- Adhere strictly to client-specific SLAs, quality benchmarks, and compliance protocols across global time zones.
- Document interactions accurately using CRM and ticketing systems; escalate complex cases per defined workflows.
- Meet daily KPIs including AHT, FCR, CSAT, and adherence — with consistent performance reviews and coaching.
- Participate in mandatory training sessions on product knowledge, compliance, and soft skills to ensure service excellence.
- Represent the brand with professionalism, adaptability, and cultural sensitivity when interacting with global customers.
Skills & Qualifications
Must-Have
- Fluent English communication — oral and written, with clear pronunciation and professional tone
- Active listening and problem-solving skills for resolving customer issues effectively
- CRM tools — Salesforce, Zendesk, or similar
- Call center KPIs — AHT, FCR, CSAT, compliance adherence
- Customer service protocols — escalation paths, hold/transfer procedures, call scripting
- Ability to work flexible shifts including nights/weekends based on client timezone needs
Preferred
- Experience handling international voice support for US/UK/AU clients
- Familiarity with call center dialers — Genesys, Five9, Aircall
- Cross-cultural communication training or multilingual proficiency
Benefits & Culture Highlights
- Competitive salary + performance bonuses + quarterly incentives
- Free meals, transportation, and wellness programs in premium workspaces
- Career progression paths to team lead, quality analyst, or client management roles
Skills: international voice process,voice process,inbound,international bpo
