We are looking for a confident and customer-focused skilled to manage inbound voice calls from customers (international process). The role involves understanding customer concerns, providing accurate information, resolving issues efficiently, and ensuring an excellent customer experience while meeting defined quality, productivity, and compliance standards.

Key Responsibilities
- Handle inbound customer calls in a professional, courteous, and efficient manner.
- Understand customer requirements and provide appropriate solutions or information during live calls.
- Maintain high call quality standards, including tone, clarity, pronunciation, grammar, and active listening.
- Meet daily, weekly, and monthly targets for call volume, average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).
- Accurately document call details, customer interactions, and resolutions in the CRM system.
- Identify and escalate unresolved or complex issues to the appropriate internal teams.
- Follow call scripts, process guidelines,



and compliance requirements as defined by the organization.
- Stay updated with product knowledge, system updates, and process changes to ensure correct communication.
- Adhere to company policies, data privacy, and regulatory standards at all times.

Required Skills & Competencies
- Excellent verbal communication skills in English.
- Clear pronunciation with effective voice modulation.
- Strong active listening and interpersonal skills.
- Ability to handle high call volumes and work under pressure.
- Customer-centric mindset with strong problem-solving abilities.
- Basic computer knowledge including MS Office, CRM tools, and call-handling systems.

Qualifications
- Minimum qualification: 10+2 / Graduate in any discipline.
- 6–10 years of experience in international voice process.
- Experience in BPO / BFSI / E-commerce / Telecom voice processes is an added advantage.

Shift & Work Environment
- Willingness to work in rotatio

📌 Customer Care Executive (Delhi)
🏢 Manpower Group Solutions
📍 Delhi