Sutherland is hiring for Customer Support (Voice Process)

Job Description International Voice Process

Position

International Voice Process Executive / Customer Support Executive

Job Summary

We are looking for a confident and customer-focused International Voice Process Executive to handle inbound and/or outbound calls from international customers. The candidate will be responsible for understanding customer concerns, providing accurate information, resolving issues, and maintaining a high level of customer satisfaction.

Key Responsibilities

- Handle inbound and outbound calls from international customers.
- Understand customer queries and provide appropriate solutions.
- Communicate professionally and clearly in English.
- Follow company policies, procedures, and quality standards.
- Verify customer information and update records accurately.
- Handle complaints and difficult customer interactions professionally.
- Escalate unresolved or complex issues to the appropriate department.
- Maintain accurate call notes and customer records.
- Meet defined KPI, SLA, AHT, CSAT, and quality targets.
- Follow data privacy, compliance, and security requirements.
- Achieve individual and team performance targets.

Required Skills

- Excellent verbal and written communication in English.
- Good listening and interpersonal skills.
- Neutral or easily understandable English accent.
- Strong customer-handling and problem-solving abilities.
- Ability to work under pressure and meet targets.
- Basic computer knowledge and good typing skills.




- Ability to work in rotational shifts, including night shifts.
- Willingness to work according to international time zones.

Preferred Qualifications

- Any graduate or equivalent qualification.
- Freshers may be considered depending on the process.
- Prior experience in international BPO, customer support, healthcare, insurance, or voice process is an advantage.

Key Performance Indicators (KPIs)

- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- Quality Score
- First Call Resolution (FCR)
- Service Level Agreement (SLA)
- Attendance and adherence
- Productivity
- Conversion/collection targets, where applicable

Work Requirements

- Full-time position.
- Rotational shifts based on client requirements.
- Night-shift flexibility may be required.
- Strong skilled communication and customer service orientation.

Qualification: Under-grad/Graduate/Postgraduate

Experience: 9months-3 Years (9months exp in Customer support mandatory)

Notice period: Immediate

Work location: Manikonda, Hyderabad

Working days: 5 Days Work & 2 Days Off

Salary: Decent hike on LCTC (Max budget 3.75LPA)

Work Schedule: Rotational Shifts & Rotational Week off

Cab facility: 1 way cab provided For night shift 2 way cab provided

If you are interested or have suitable referrals, please share your updated resume or contact me for more details Pranavi - (phone hidden)

Note: "Sutherland never requests payment or favors in exchange for job opportunities. Please report suspicious activity immediately to [email protected]

📌 International Voice Process Executive (Hyderabad)
🏢 Sutherland
📍 Hyderabad