Job Description – Process Executive (International Voice Process)

Position Overview

- Position: Process Executive – International Voice Process
- Client: Leading IT MNC
- Process: Inbound Customer Service
- Job Type: Full time
- Work Location: Kolkata & Indore
- Work Mode: Work from Office (Initial requirement; remote work may be evaluated later)
- Working Days: 5 Days a Week

Compensation & Benefits

- Annual CTC:
- Freshers: 2.6 LPA
- Experienced Candidates (up to 11 months): 2.9 LPA
- Shift Allowances: Night Shift Allowance provided
- Transportation: Cab/Transport facility available for night shifts

Key Responsibilities

- Handle inbound calls from international customers politely and professionally.
- Process customer orders over the phone.
- Answer questions and resolve issues related to orders and deliveries.
- Accurately log customer details and call interaction notes into the system.
- Maintain key performance metrics: Productivity, Call Quality, Customer Satisfaction (CSAT), and Service-Level Targets.

Eligibility Criteria

- Education: Non-Technical Graduation Streams (e.g., BA, B.Com, B.Sc, BBA).
- Eligible Batches: 2024, 2025, and 2026 graduates are eligible.
- Marks/CGPA Criteria: None.
- Backlogs/Arrears: Strictly No active backlogs.
- Experience: 0 to 11 months only (Freshers welcome).
- Age Limit: Minimum 18 years old (No upper age limit).
- Language Proficiency: Strong English communication skills
- Shift Flexibility:



Must be comfortable working in permanent rotational night shifts within the shift window of 9:30 PM to 11:30 AM.

Required Skills & Attributes

- Excellent spoken English communication.
- Customer-centric attitude and active listening skills.
- Ability to multi-task and handle call volumes effectively.
- Ability to remain calm, patient, and professional under pressure.
- Willingness to learn new tools, processes, and systems.

Selection, Training & Onboarding Process

1. Initial Screening / Preliminary Rounds:

- 2 Rounds of Communication Interviews.

1. Training Program:

- Duration: Minimum 1 Month (25 to 30 days) of specialized International Voice Process training conducted at Arich.
- Assessments: Periodic evaluations conducted during training.

1. Final Selection & Evaluation:

- Voice & Accent (V&A;) Assessment: Human-based round focusing on communication skills and customer-centric knowledge.
- Final Round: 1 interview round with the Client Operations team .

1. Offer & On boarding:

- Candidate submits required documentation (Education credentials, Previous Employment details if applicable, ID & Address Proof).
- Background Verification (BGV) process initiated.
- Offer letter issued upon document verification.
- Joining timeline: Within 1 week to 10 days post-selection.
- Service Agreement/Bond: None.
- Standard probation period applies.

📌 Process Executive (Indore)
🏢 Arich Info Tech Private
📍 Indore