Job Description: International Customer Care Executive Voice Process

Location: Udyog Vihar Phase 4, Gurgaon, Haryana, India
Employment Type: Full-Time
Shift: Night Shift (US Office Hours)
Compensation: 7,00,000- 8,00,000 per annum (CTC)
Age Criteria: 2130 years
Relocation:* Candidates must be willing to relocate to Gurgaon

About the Role

We are looking for a polished, articulate, and customer-focused *US Customer Care Executive* to join our team in Udyog Vihar Phase 4, Gurgaon. In this role, you will be the primary point of contact for our high-profile US-based clients, handling their queries, concerns, and service requests with the highest standards of professionalism, discretion, and courtesy. This position requires working night shifts to align with US business hours.

Key Responsibilities

- Serve as the primary voice/email/chat point of contact for high-value US clients, ensuring a premium and personalized service experience
- Handle client queries, complaints, and requests promptly, professionally, and with a solutions-oriented approach
- Maintain composure and diplomacy while managing sensitive or high-pressure client interactions
- Accurately document client interactions, feedback, and resolutions in the CRM/ticketing system
- Coordinate with internal teams (technical, billing, escalations) to ensure timely resolution of client issues
- Anticipate client needs and proactively follow up to ensure satisfaction and retention
- Maintain strict confidentiality regarding client information given the high-profile nature of the client base
- Meet or exceed defined service quality, response time,



and customer satisfaction (CSAT) targets
- Stay updated on company products/services, policies, and US market/cultural nuances to enhance client interactions

Required Skills & Qualifications

- Excellent spoken and written English — near-native fluency with a neutral/US-friendly accent
- Strong soft skills: active listening, empathy, patience, and the ability to de-escalate tense situations gracefully
- Prior experience in a customer service, BPO, KPO, or client-facing role (voice process experience with US clients preferred)
- Comfortable and confident interacting with senior executives, VIPs, or high-net-worth individuals
- Strong problem-solving ability and attention to detail
- Positive working knowledge of MS Office / CRM tools / ticketing systems
- Ability to multitask and stay composed under pressure
- Bachelor's degree in any discipline (preferred, not mandatory for the right candidate)

Candidate Profile

- Age: 21–30 years
- Willing and able to work night shifts consistently to support US time zones
- Willing to relocate to Gurgaon or near by
- Presentable, well-spoken, and professionally groomed
- Reliable, punctual, and committed to long-term association

Compensation & Benefits

- CTC: 7,00,000 – 8,00,000 per annum (based on experience and interview performance)
- Night shift allowance (if applicable)
- Cab/transport facility for night shift (if applicable — specify)
- Health insurance and other standard company benefits
- Performance-based incentives (if applicable) Role & responsibilities

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