Job Title: Customer Support Executive US International Voice Process Department: Customer Service / BPO Operations

Location:
Work from Office Shift: US Shift (Night Shift) / Rotational Shifts

Experience:
6months to 5 Years Employment Type: Full-Time We are seeking dynamic and customer-focused individuals for our US International Voice Process. The role involves handling inbound and outbound customer calls, resolving customer queries, providing product/service information, and delivering exceptional customer service while achieving performance.

Key Responsibilities
- Handle inbound and outbound calls from US customers professionally and efficiently.
- Resolve customer inquiries related to products, services, billing, orders, and technical issues.
- Provide accurate information and solutions while adhering to company policies.
- Maintain a high level of customer satisfaction through effective communication.
- Document customer interactions and update records in CRM systems.
- Escalate unresolved issues to the appropriate departments when necessary.
- Achieve individual and team performance metrics such as Quality Score, CSAT, AHT, and First Call Resolution (FCR).
- Follow compliance, data security, and process guidelines.
- Build positive customer relationships through active listening and problem-solving skills. Required Skills & Qualifications




- Excellent verbal communication skills in English with a neutral accent.
- Strong listening, comprehension, and interpersonal skills.
- Valuable problem-solving and customer-handling abilities.
- Basic computer proficiency and familiarity with MS Office applications.
- Ability to work in a fast-paced environment and handle customer objections professionally.
- Willingness to work in night shifts and rotational schedules. Educational Qualification
- HSC / Graduate / Undergraduate (as per company requirement).
- Freshers are welcome to apply.
- Prior experience in International Voice Process, Customer Service, Technical Support, or BPO is preferred. Preferred Skills
- Experience in handling US customers.
- Familiarity with CRM tools such as Salesforce, Zendesk, or Freshdesk.
- Strong customer service orientation.
- Ability to meet productivity and quality targets consistently. Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Quality Assurance Score
- Adherence to Schedule
- Productivity Metrics Benefits
- Attractive salary package
- Performance-based incentives
- Night shift allowance
- Cab/Pick and drop facility (as per policy)
- Medical insurance
- Paid leaves
- Career growth opportunities
- Training and development programs

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