International Voice Process Executive,Team Lead

Role & responsibilities An International Voice Process typically involves handling calls from customers or clients in other countries, providing support, resolving issues, and maintaining service quality.

Key Responsibilities

Handle inbound and/or outbound international calls professionally.

Understand customer requirements and provide accurate information and solutions.

Communicate clearly in English, with good pronunciation, grammar, and listening skills.

Resolve customer complaints, queries, and service-related issues within the defined TAT/SLA.

Verify customer details and follow required security and authentication procedures.

Document every interaction accurately in the CRM/ticketing system.

Escalate complex or unresolved issues to the appropriate department or supervisor.

Follow company process guidelines, scripts, policies, and compliance requirements.

Maintain a professional and customer-friendly approach, even with difficult customers.

Meet assigned KPIs, such as Average Handling Time (AHT), Quality Sco re, Customer Satisfaction (CSAT), and First Call Resolution (FCR).

Preferred candidate profile

Graduate or undergraduate with good communication skills.

Excellent spoken English with clear pronunciation and a neutral accent.

Strong listening, interpersonal, and customer-handling skills.

Comfortable handling international customers over the phone.

Good problem-solving and decision-making abilities.

Basic knowledge of computers, email, and CRM applications.

Ability to work under pressure and meet performance targets.

Willingness to work in rotational shifts/night shifts as required.

Candidates with prior experience in International BPO, Customer Support, Voice Process, are preferred. .