Job highlights

- Minimum 6 months experience in international BPO chat process, Graduate or undergraduate
- Handle inbound US telecom customer calls, resolve queries on billing, accounts, plans, and troubleshooting, manage escalations, meet performance metrics, work night shifts aligned with US time zones

Customer Associate / Senior Customer Associate Voice Process

Process: International US Telecom

Designation: Customer Associate / Senior Customer Associate

Job Location: Hyderabad/Pune/Noida - Office-based (Work from Office)

Job Type: Full time

Work Schedule: 5 days a week with split week-offs

Shift: Night shifts aligned with US time zones.

Roles and Responsibilities

- Handle inbound calls from US customers regarding telecom-related products and services.
- Understand customer queries, identify the underlying issues, and provide accurate and timely resolutions.
- Assist customers with billing enquiries, account-related queries, plan details, service requests, and basic troubleshooting, as applicable to the process.
- Communicate clearly, confidently,



and professionally in English while maintaining a customer-centric approach.
- Demonstrate active listening, empathy, and effective call-handling skills to manage customer concerns and expectations.
- Navigate multiple applications and systems simultaneously to retrieve customer information, review account details, and document interactions.
- Educate customers on relevant service features, plans, and available options, wherever applicable.
- Handle customer objections and escalations professionally, following defined processes and escalation guidelines.
- Meet defined performance metrics, including customer satisfaction, quality scores, average handling time, first-call resolution, and productivity.
- Work night shifts aligned with US time zones, five days a week, with split week-offs, from the designated office location.

- Eligibility Criteria
- Education: Graduates and undergraduates are eligible.

Experience: Minimum 6 months of experience in an international BPO chat process. INTERESTED CANDIDATE CAN APPLY ON

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