Responsible for handling customer queries and service requests through an International blended process involving voice and non-voice channels. Provided accurate and timely assistance, while ensuring high-quality customer service and adherence to company policies, SLA and compliance standards.

Role & responsibilities

- Handled international customer service operations through a blended process involving voice, chat or email support.
- Reviewed customer information and verified relevant details before providing process-related assistance.
- Resolved customer queries within defined SLA, quality and productivity parameters.
- Managed customer grievances and escalated complex cases to the appropriate internal/EPFO support team.
- Maintained accurate records of customer interactions, complaints, resolutions and follow-ups in CRM/ticketing systems.
- Performed regular follow-ups on unresolved cases and ensured proper closure after resolution.
- Maintained professional communication with customers from different regions and backgrounds.
- Worked toward achieving CSAT, FCR, AHT, SLA, quality and productivity targets.
- Identified recurring customer issues and communicated process gaps to the team/management for improvement.
- Supported customers through multiple service channels and maintained a customer-focused approach throughout the interaction.

Preferred candidate profile

- Graduate in any discipline with experience in customer service, BPO,



international voice/non-voice or blended process.
- Experience in international customer service voice processes will be an advantage.
- Excellent verbal and written communication skills in English.
- Comfortable handling voice, email, chat and ticket-based customer interactions.
- Valuable knowledge of customer handling, query resolution, complaint management and escalation processes.
- Strong problem-solving and decision-making abilities.
- Ability to work under pressure and meet SLA, CSAT, AHT, FCR, quality and productivity targets.
- Basic knowledge of MS Office, CRM and ticketing tools.
- Robust attention to detail with the ability to maintain accurate customer records.
- Willingness to work in rotational shifts/night shifts, including weekends, as per business requirements.
- Positive attitude, customer-focused approach and strong team-working skills.
- Candidates with good international accent/communication skills and exposure to a blended process will be preferred.

Perks & Benefits Salary upto 4.40 LPA

19k-29k In hand

Lucrative Incentives

5 Days working

24*7 Shifts / Night shifts

Both side cabs

Job Location : Gurugram

Attractive salary package with performance-based incentives.

Attendance and monthly performance rewards (as applicable).

To Schedule Your Interview, call or what's app :-

Kanika :- (phone hidden)

Vanshika :- (phone hidden)

Minakshi Bisht :- (phone hidden)

Twinkle :- (phone hidden)

📌 International Blended Process : Customer Service : Voice Executive (Gurugram)
🏢 WSNE Consulting
📍 Gurugram