Role & responsibilities

- Handle inbound and/or outbound calls from international customers.
- Understand customer concerns and provide professional and timely solutions.
- Resolve queries related to products, services, orders, billing, accounts, or technical issues, depending on the process.
- Maintain a professional and courteous tone throughout every interaction.
- Verify customer information and follow required security and authentication procedures.
- Provide accurate information about company policies, products, services, and processes.
- Troubleshoot basic customer issues and escalate complex cases to the appropriate department.
- Record customer interactions, complaints, resolutions, and follow-ups accurately in the CRM/ticketing system.
- Follow defined SOPs, quality standards, compliance requirements, and call-handling procedures.
- Meet performance metrics such as AHT (Average Handle Time), CSAT, FCR (First Call Resolution), quality score, attendance, and productivity.
- Handle difficult or dissatisfied customers professionally using active listening and problem-solving skills.
- Follow up on unresolved issues within the committed timeframe.
- Coordinate with internal teams when customer issues require additional assistance.
- Protect customer personal and confidential information.
- Maintain good communication skills and a customer-focused approach.
- Achieve assigned individual and team targets.

Required Skills

- Excellent spoken English and communication skills
- Good listening and comprehension ability
- Neutral/transparent pronunciation and confidence in speaking with international customers
- Customer handling and conflict-resolution skills
- Basic computer and typing skills
- Ability to work with CRM, email, chat, and ticketing systems
- Problem-solving and multitasking ability
- Patience and a positive attitude




- Willingness to work in rotational shifts/night shifts, if require

Non-Voice International Process Roles & Responsibilities

- Handle customer queries through email, live chat, and support tickets.
- Provide accurate and qualified written responses to international customers.
- Understand customer issues and provide appropriate solutions or resolutions.
- Process customer requests related to orders, payments, refunds, accounts, products, or services.
- Investigate customer concerns using internal systems and available resources.
- Maintain accurate records of customer interactions in CRM/ticketing systems.
- Follow company SOPs, escalation procedures, and quality guidelines.
- Escalate complex or unresolved issues to the appropriate department.
- Follow up on pending customer requests and ensure timely resolution.
- Maintain proper email/chat etiquette, grammar, spelling, and professional tone.
- Meet process targets such as TAT (Turnaround Time), productivity, quality score, CSAT, and SLA.
- Handle multiple customer conversations or tickets while maintaining accuracy.
- Protect customer confidential and personal information.
- Coordinate with internal teams such as operations, billing, technical support, logistics, or sales when required.
- Identify recurring customer issues and report them to the appropriate team.
- Maintain productivity and quality while working in a target-driven international environment.

- Excellent written English communication
- Strong grammar, spelling, and sentence construction
- Good typing speed and accuracy
- Strong reading and comprehension skills

- Attention to detail
- Problem-solving ability
- Multitasking and time-management skills
- Basic knowledge of MS Office, CRM, email, and ticketing tools
- Ability to work with international customers and different time zones
- Willingness to work in rotational/night shifts, if applicable

CALL ON - 92059 89466 NAINA

📌 bulk hiring (Gurugram)
🏢 Expert Staffing Solutions New Delhi
📍 Gurugram