International BPO Voice/Chat Process Executive

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

Good 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