Customer Support Executive - International Call Centre

Role Overview: As a Customer Support representative, your main responsibility will be to manage inbound and outbound international calls. You will be expected to efficiently resolve queries, provide accurate information, and ensure first-call resolution. Delivering high-quality support will be crucial, ensuring that SLAs such as call handling time, response time, and customer satisfaction are consistently met. Troubleshooting customer problems efficiently and escalating unresolved cases to higher-level support teams will also be part of your role. It will be important to follow all company policies, quality guidelines, and compliance standards while interacting with international customers. Additionally, maintaining proper call logs, updating customer records in CRM systems, and tracking issues until closure will be essential. Collaboration with internal teams to provide a seamless customer experience and improve service delivery will be encouraged. Participation in training and upskilling programs to enhance communication and process knowledge for continuous improvement is expected. Key Responsibilities: - Manage inbound/outbound international calls, resolve queries, and ensure first-call resolution - Deliver high-quality support meeting SLAs such as call handling time and customer satisfaction - Troubleshoot customer problems efficiently 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 - Coordinate with internal teams to provide seamless customer experience - Participate in training and upskilling programs for continuous improvement Qualifications Required: - At least 1 year of experience in international voice process - Willingness to work in rotational night shifts and have rotational week off - 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 job description did not contain any additional details about the company.,