Technical Support Associate – International Voice Process

Job Description 1: Customer Service Executive – International Voice Process

Location: Hyderabad
Job Grade: BPO Z/1/2/3
Salary: Up to ₹9 LPA
Notice Period: Immediate Joiners Only (0 Days)
Work Mode: As per client requirements
Experience: Relevant international voice customer service experience required

Job Summary

We are seeking customer-focused and communication-driven professionals for the role of Customer Service Executive – International Voice Process. The ideal candidate should have experience handling international customers over voice calls, resolving customer queries efficiently, and delivering an excellent customer experience while meeting operational targets.

Candidates with strong communication, active listening, problem-solving, and customer-handling skills are encouraged to apply.

Key Responsibilities

• Handle inbound and outbound international customer calls professionally and efficiently.

• Resolve customer queries and concerns at the first point of contact wherever possible.

• Deliver exceptional customer experiences while balancing customer satisfaction and sales objectives.

• Understand customer needs by asking relevant questions and actively listening to concerns.

• Provide accurate information about products, services, policies, and procedures.

• Identify customer issues, analyze the underlying problem, and provide appropriate resolutions.

• Maintain a professional tone and demonstrate empathy when handling difficult or escalated interactions.

• Document customer interactions, resolutions, and follow-up requirements accurately in the CRM system.

• Follow up on pending cases within 24 hours and ensure timely closure.

• Meet defined performance metrics, including customer satisfaction, first-call resolution, quality, productivity, and sales targets where applicable.

• Adhere to organizational policies, compliance requirements, and standard operating procedures.

• Use available knowledge bases, product information, and reference materials to resolve customer issues.

Required Skills

• Excellent verbal and written communication skills.

• Prior international voice process experience is mandatory.

• Strong customer service and customer-handling abilities.

• Excellent active listening, interpersonal, and problem-solving skills.

• Ability to understand customer concerns and provide clear, concise solutions.

• Strong analytical skills and the ability to identify the root cause of customer issues.

• Ability to handle challenging conversations while maintaining professionalism.

• Basic computer proficiency and familiarity with CRM or customer management tools.

• Ability to work toward operational targets, quality standards, and KPIs.

Education and Language Requirements

• Graduation is compulsory from a recognized university or equivalent institution.

• Excellent communication skills are mandatory.

• English proficiency at B2 level or higher is required; C1-level proficiency is preferred.

• Candidates supporting EMEA-language markets must have C1-level proficiency in the primary language and B2-level English, subject to the applicable account requirement.

Mandatory Eligibility Criteria

• Must have prior international voice customer service experience.

• Must be available to join immediately, with a zero-day notice period.

• Must be a graduate.

• Current or former TCS/Tata employees are not eligible.

• Candidates must demonstrate strong communication and customer-handling skills.

Preferred Candidate Profile: A customer-oriented professional with international voice experience, strong communication skills, effective problem-solving abilities, and a commitment to delivering excellent customer service.