Customer Support Executive - International Call Centre

Role Overview: As a Customer Support Executive, your role will involve managing inbound/outbound international calls, resolving queries, providing accurate information, and ensuring first-call resolution. You will deliver high-quality support to meet SLAs such as call handling time, response time, and customer satisfaction. Efficiently troubleshooting customer problems and escalating unresolved cases to higher-level support teams will be part of your responsibilities. Additionally, you will be expected to follow all company policies, quality guidelines, and compliance standards while interacting with international customers. Maintaining proper call logs, updating customer records in CRM systems, and collaborating with internal teams to provide a seamless customer experience will also be essential. Continuous improvement through participation in training and upskilling programs to enhance communication and process knowledge is encouraged. Key Responsibilities: - Manage inbound/outbound international calls, resolve queries, and ensure first-call resolution - Deliver high-quality support to meet SLAs such as call handling time and customer satisfaction - Efficiently troubleshoot customer problems and escalate unresolved cases - Follow company policies, quality guidelines, and compliance standards - Maintain proper call logs, update customer records in CRM systems, and track issues until closure - Collaborate with internal teams to provide seamless customer experience - Participate in training and upskilling programs for continuous improvement Qualifications Required: - 1+ years of experience in international voice process - Open to immediate joiners and working in rotational night shifts with rotational week-offs - Graduate/Undergraduate in any discipline - Excellent communication skills in English (verbal & written) with a neutral accent - Strong interpersonal, problem-solving, and active listening skills - Ability to work under pressure and meet SLA deadlines - Basic computer knowledge (MS Office, typing skills, CRM tools) - Prior experience in International Voice Process / BPO preferred (Note: The additional details of the company were not provided in the job description.),