Agents will be the first point of contact for customers, resolving queries by phone (and email/chat where required) with accuracy and a qualified tone.
- Handle outbound & inbound customer calls in English or Spanish, as per the assigned line.
- Understand customer needs, answer questions and resolve issues on the first contact wherever possible. Mostly outbound calls
- Record every interaction accurately in the CRM / ticketing system.
- Escalate complex or unresolved cases to the right team within defined timelines.
- Follow scripts, process guidelines and data privacy / compliance requirements.
- Meet targets on quality, call handling time, customer satisfaction and attendance.
- Stay updated on client products, services and process changes through training.
Candidate requirements
Requirement
Language
Fluent spoken and written Spanish + good English
Neutral accent, fluent spoken and written English
Education
12th pass / Graduate (any stream)
Experience
Fresher or experienced; international voice process preferred
Shift
Willing to work in nightshifts
Common skills for all agents:
- Clear communication, active listening and a customer-first attitude.
- Basic computer skills and typing (MS Office, CRM tools).
- Problem-solving ability and composure on difficult calls.
- Reliability and punctuality for a night-shift schedule.
Shift, schedule and benefits
- Transportation: Company-provided cab/transport for agents.
- Night shift allowance: Paid in addition to salary (amount to be confirmed by HR).
- Fixed weekends off: Saturday and Sunday.
- Training: Process and product training before going live.