Associate III - BPM - International voice process

As an experienced professional joining the International Voice Process team at UST, you will be expected to have excellent communication skills and a customer-first attitude. Your role will involve handling inbound and outbound calls to support international customers, resolving their queries and issues efficiently, and maintaining accurate records of interactions. You will also escalate unresolved issues to the appropriate internal teams and ensure that performance metrics are met as defined by the process. Staying up to date with product knowledge, system updates, and process changes will be crucial in this role. Key Responsibilities: - Handle inbound and outbound calls to support international customers. - Resolve customer queries and issues efficiently and professionally. - Maintain accurate records of interactions and transactions. - Escalate unresolved issues to the appropriate internal teams. - Meet performance metrics (AHT, CSAT, FCR, etc.) as defined by the process. - Follow communication procedures, guidelines, and policies. - Stay up to date with product knowledge, system updates, and process changes. Required Skills: - Excellent verbal communication skills in English. - Strong interpersonal and problem-solving abilities. - Experience working in international voice processes or BPOs. - Willingness to work in night shifts or rotational shifts. - Basic computer and typing skills. - Ability to work under pressure in a fast-paced environment. Preferred Qualifications: - Any graduate (undergraduates with relevant experience may also be considered). - 2 to 7 years of experience in a similar international voice role. About UST: UST is a global digital transformation solutions provider with a deep domain expertise and a future-proof philosophy. With over 30,000 employees in 30 countries, UST partners with clients from design to operation, embedding innovation and agility into their organizations to make a real impact through transformation. Benefits: - Competitive salary and performance-based incentives. - Transport facility (as per company policy). - Health insurance and other standard benefits. - Career development and internal mobility opportunities.,