International BPO Voice/Chat Process Executive

About the Role

We are hiring Customer Service Representatives for our International Voice/Chat Process in Mumbai. You will handle inbound calls and chats from international customers, resolve routine issues, and make sure every customer has a positive experience.

Key Responsibilities

• Handle inbound customer calls and chats and resolve queries efficiently
• Meet the contractual KPIs agreed for the service
• Clarify customer requirements, ask the right probing questions, and use decision-support tools to reach a resolution
• Listen carefully, show empathy, and build rapport with every customer
• Greet customers in a courteous, friendly, and professional manner, following agreed procedures
• Keep working knowledge of the client’s products and services
• Document every interaction accurately in the call tracking database, including account notes
• Direct customers to published materials, secondary sources, or senior staff when needed
• Confirm that the customer understands the solution and offer extra guidance where required
• Join activities that improve customer satisfaction and business performance

Requirements

• Graduate or undergraduate
• 0–3 years of experience; a minimum of 6 months in an International BPO voice/chat process is preferred
• Excellent spoken and written English
• Strong customer service orientation, patience, and a pleasant, professional tone
• Good computer navigation skills and PC knowledge
• Strong probing and problem-solving skills, with the ability to handle complex queries independently
• Attention to detail and reliability
• Ability to multitask and adapt quickly to change
• Comfortable with repetitive work in a fast-paced, high-volume environment
• Able to work both independently and as part of a team
• Willing to work night rotational shifts

Benefits

• Competitive salary
• Opportunity to grow in an international process

Work Location: In person