We are seeking an experienced and customer-focused skilled to join our US Voice process. In this role, you will handle customer queries, deliver exceptional service, and actively identify soft upselling and value-add opportunities to enhance the overall customer experience.
- Handle inbound and outbound customer interactions over voice calls to resolve inquiries and provide high-quality support.
- Identify customer needs during support conversations and recommend relevant product upgrades, add-ons, or premium services.
- Maintain a strong balance between customer satisfaction (CSAT) and soft upselling performance goals.
- Address customer pain points effectively, address basic objections, and articulate product/service benefits clearly.
- Accurately document customer interactions, queries, and call outcomes in the CRM system. Strictly adhere to quality standards, call protocols,
and operational compliance guidelines
Preferred candidate profile
- Experience: Minimum 2 years of experience in an International BPO Voice process with proven exposure to soft upselling or cross-selling (US process experience preferred).
- Communication Skills: Exceptional verbal English communication skills with a clear, near-neutral accent and active listening capability. Customer-Centric Sales Aptitude: Ability to deliver top-tier customer service while seamlessly identifying and pursuing soft sales opportunities.
- Flexibility: Full willingness and comfort to work in rotational US night shifts. Education: Graduate in any discipline (Undergraduates with relevant 2+ years of international voice experience are eligible).