Full-Time

Indore, India

Job Description

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

Do you have a solid command and understanding of English language? Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD.BE PASSIONATE with a problem-solving mindset? Can you BE ONE. HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

JOIN OUR TEAM TODAY!

Job Summary

We are hiring Customer Care, Intent Analyst (English) who will listen to clippings of live US call intents from customers calling into an IVR system. These customers will need to be routed to the appropriate workflow to meet and resolve their needs which may involve payments, complaints, changes, and cancellations. This full time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks.

Position: This position requires one to work Remote

Onsite Address: Plot No 196, Scheme No 78, Part II, Near Daisy Dares School, Vijay Nagar, Indore, Madhya Pradesh, India

Role Reports into: Supervisor

Job Responsibilities:

- Analyze voice clippings of live customers and routing to them to the appropriate workflow, for their intent.
- Enter data & caller queries/concerns by inputting alphabetic/ numeric information into interface/database accurately.




- Develops understanding on client applications. Based on intent, should be able to route calls. Working on Client’s CRM tool.
- Understand the operating workflows in areas such as payments, complaints, changes, & cancellations
- Deliver on fast & accurate response times when analyzing customer intents and assigning to workflows.
- Achieve quality targets with respect to daily audits that meet service level agreements.
- Should be able to maintain decent performance against the defined Key Performance Indicator (KPI) such as Accuracy, Response Time, and Time out.
- Navigate through multiple computer applications with speed & accuracy.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

- 18+ years of age with a minimum of a High School /Graduate
- Entry-level job with little or no prior relevant work experience, customer facing experience a preferred.
- High level of English proficiency – speak, read, write, & understand the language.
- Capable of working well under pressure and meeting strict deadlines
- Strong attention to detail & exceptional level of accuracy
- Customer focused personality & a desire to help people.
- High computer proficiency & overall technical knowledge
- Must pass computer literacy & typing test.




- Willing to work rotative schedules 24/7 5 days a week with 2 days off during weekdays./ Willing to work 24/7 shifts including weekends, holidays, & US operating hours – Mostly nights
- Able to clear the client test/lessons in training and nesting to certify for multiple applications.
- Willing to work in a highly structured operational environment where start time, breaks and end of shift times are scheduled and adherence is closely monitored to meet customer commitments
- Must have stable Internet connection and power back up.
- Clear background

Benefits and Perks:

- Competitive pay based on experience + performance-based incentives!
- Night shift allowance
- Overtime allowance dependent on business needs
- Fun work environment, seasonal festivals - Bonanza
- Stable, full-time employment
- Paid training
- Company paid health & life insurance benefits
- Opportunity for professional development

Continuum Global Solutions

Continuum Global Solutions is a leading business process outsourcing (BPO) provider specializing in customer care and support services. With operations spanning multiple countries, Continuum leverages advanced technology and skilled professionals to deliver seamless, high-quality customer interactions for clients across various industries, including telecommunications, healthcare, finance, and retail.

Our Vision

Be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results.

Our Mission

Empower and support our employees to reach unimaginable heights while growing our business to make a global impact.

📌 Customer Service Agents - English (Indore)
🏢 Continuum Global Solutions
📍 Indore