International Voice Process – Customer Support & Sales

Gratitude Inc

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5 hours ago

International Voice Process – Customer Support & Sales

1-4 Year(s)

Hyderabad

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Job Description

Key Skills

Analytical Troubleshooting Upselling Problem-Solving Skills Very good/Excellent English language communication skills International voice process experience

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International Voice Process – Customer Support & Sales

Location: Hyderabad
Experience: International Voice Process experience mandatory
Notice Period: Immediate Joiners Only
Salary: Up to ₹7 LPA
Education: Graduation Mandatory

Role Overview

We are looking for candidates with strong international voice process experience to handle global customer interactions for SaaS/software products. The role involves customer support, technical troubleshooting, upselling/cross-selling, and ensuring excellent customer experience.

Key Responsibilities

Handle international customer queries through voice, chat, and email.
Provide First Call Resolution (FCR) by identifying and resolving customer issues efficiently.
Troubleshoot issues related to subscriptions, billing, accounts, software installation, activation, and device access.
Support customers across Windows, iOS, Android, and MacOS platforms.
Handle cancellations, refunds, invoices, upgrades, downgrades, add-ons, and license-related queries.
Identify and execute upselling and cross-selling opportunities.
Maintain accurate case documentation and follow up on open cases.
Diagnose customer issues using effective questioning and root-cause analysis.
Escalate complex or recurring issues appropriately.
Meet customer service, quality, productivity, and sales KPIs.
Maintain professionalism, empathy, and a customer-first approach during challenging interactions.

Mandatory Requirements

Graduate candidate.
International Voice Process experience is mandatory.
Excellent English communication skills; B2 minimum, C1 preferred.
Strong customer handling and problem-solving skills.
Experience in upselling/cross-selling in a customer service environment.
Strong troubleshooting and analytical skills.
Immediate joiners only.
Willingness to work in rotational shifts, including night shifts – non-negotiable.
Willing to work from Hyderabad.
Salary expectation should be within ₹7 LPA.

Good to Have

1+ year of experience troubleshooting Windows, iOS, Android, and MacOS.
Experience supporting SaaS/software products.
Knowledge of CRM/case management systems.
Experience handling global/EMEA customers.

Questionnaire – Mandatory

Questionnaire Form: https://myglit.com/lateral/cref/6c73c2a065

IMPORTANT: Filling out the above questionnaire is MANDATORY to proceed with the recruitment process. Candidates who do not complete the form may not be considered for the next stage.

Role

Customer Service Executive

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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