Associate/Sr Associate- Voice Process

Job Description for Voice Process
Job Summary:
We are seeking dynamic and customer-oriented professionals for an International Voice Process role.
The incumbent will handle inbound and/or outbound calls from international customers, provide
effective solutions, and ensure a high level of customer satisfaction while adhering to quality and
compliance standards.
Key Responsibilities:
 Handle inbound and/or outbound customer calls professionally
 Address customer queries, concerns, and complaints effectively
 Deliver a consistent and professional customer experience in every interaction
 Document call details and update customer records in internal systems
 Meet defined performance metrics such as Quality, AHT, CSAT, and compliance
 Follow international customer service standards, data privacy, and security guidelines
 Escalate complex or unresolved issues to the appropriate teams
 Adapt communication style based on customer needs and cultural sensitivity
 Maintain a positive and customer-centric approach at all times
Eligibility / Qualifications:
 Candidate should be a graduate
 Candidates must possess a minimum of 1 year of international calling experience.
 Excellent verbal communication skills
 Neutral accent with strong comprehension skills
 Willingness to work in rotational shifts, including night shifts
 Prior experience in International Voice Process is preferred
Key Skills:
 Excellent communication and active listening skills
 Customer handling and objection management
 Problem-solving and decision-making abilities
 Time management and multitasking skills
 Ability to work under pressure in a fast-paced environment