About the Role

We are hiring Customer Service Representatives for our International Voice/Chat Process in Mumbai. You will handle inbound calls and chats from international customers, resolve routine issues, and make sure every customer has a positive experience.

Key Responsibilities

- Handle inbound customer calls and chats and resolve queries efficiently

- Meet the contractual KPIs agreed for the service

- Clarify customer requirements, ask the right probing questions, and use decision-support tools to reach a resolution

- Listen carefully, show empathy, and build rapport with every customer

- Greet customers in a courteous, friendly, and professional manner, following agreed procedures

- Keep working knowledge of the client’s products and services

- Document every interaction accurately in the call tracking database, including account notes

- Direct customers to published materials, secondary sources, or senior staff when needed

- Confirm that the customer understands the solution and offer extra guidance where required





- Join activities that improve customer satisfaction and business performance

Requirements

- Graduate or undergraduate

- 0–3 years of experience; a minimum of 6 months in an International BPO voice/chat process is preferred

- Excellent spoken and written English

- Strong customer service orientation, patience, and a pleasant, professional tone

- Positive computer navigation skills and PC knowledge

- Strong probing and problem-solving skills, with the ability to handle complex queries independently

- Attention to detail and reliability

- Ability to multitask and adapt quickly to change

- Comfortable with repetitive work in a fast-paced, high-volume environment

- Able to work both independently and as part of a team

- Willing to work night rotational shifts

Benefits

- Competitive salary

- Opportunity to grow in an international process

Work Location: In person

📌 International BPO Voice/Chat Process Executive (Mumbai)
🏢 AK Freelanceing
📍 Mumbai