Complaints Resolution Specialist (US VOICE)

Neelam Enterprise · Vadodara

Pay₹33,000a month, as listed

WhereVadodaraGujarat

TypeFull time

Posted2 Nov6 days ago, via SimplyHired

Kaam checked

No fee, deposit or pay-to-apply signs

Good spoken and written English expected

No vehicle or licence needed

Skills they list39 named

Solution developmentCustomer records maintenanceCustomer complaint handlingBasic service issue troubleshootingPhone communicationCustomer complaint documentationWriting skillsClient enquiry handlingEscalation managementInternal team coordination for query resolutionGap analysisCross-departmental liaisonEnglishDe-escalation techniquesClient data maintenance in CRMHandling dissatisfied clientsVoice-based call centre experienceSLA adherenceBachelor's degreeClient servicesConflict managementDiplomacyRespectful communicationCustomer service report generationProblem identificationMultidisciplinary collaborationCRM system proficiencyRoot cause analysisClient communication skillsCross-functional collaborationAfter-call work proceduresEscalation handlingInternal team coordination for issue resolutionComplaint resolution call handlingCommunication skillsClient liaisonNegotiationCross-functional communicationClient interaction via phone calls

About this job

Position Overview

We are seeking an experienced and articulate Complaint Resolution Specialist to join our customer support operations for the US Market. In this role, you will be the primary point of contact for escalating and resolving complex customer issues, ensuring high satisfaction, and maintaining brand reputation. The ideal candidate possesses top-tier communication skills, professional presentability, and a proven track record in an international voice process.

Key Responsibilities

Customer Support & Issue Resolution: De-escalate and resolve customer complaints efficiently and empathetically via voice channels.

Problem Diagnosis: Identify root causes of customer dissatisfaction, analyze process gaps, and implement immediate and long-term solutions.
Process Compliance: Adhere strictly to company guidelines, standard operating procedures (SOPs), and service-level agreements (SLAs).

Cross-Functional Collaboration: Coordinate with internal teams (operations, tech, management) to resolve escalated cases effectively.

Documentation & Reporting: Maintain meticulous records of customer interactions, complaints, actions taken, and resolution outcomes in the CRM system.

Requirements & Qualifications

Education: Minimum Graduate degree in any discipline.
Experience: Minimum 1 year of mandatory experience in an International Voice Process.
Communication: Exceptional verbal and written English communication skills (neutral accent preferred).
Interpersonal Skills: Outstanding active listening, patience, negotiation, and conflict-resolution abilities.
Work Ethic & Presentability: Highly professional demeanor, self-motivated, and presentable.
Shift Readiness: Comfortable working US business hours (Night Shift).

What We Offer

Best-in-Industry Salary Package

Fixed Weekend Off (Saturday & Sunday Off)

Professional growth opportunities in an expanding global team

Pay: ₹33,000.00 per month

Benefits

Food provided

Provident Fund

Education

Bachelor's (Preferred)

Language

English (Required)

Location

Gorwa, Vadodara, Gujarat (Preferred)

Work Location: In person

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