International Voice Process (Night shift)

About The Opportunity

• Location: India
• Workplace: On-site
  

• Handle high-volume inbound and outbound international voice calls during night shift, delivering timely and accurate resolutions aligned with SLA targets.
• Accurately record customer interactions and update CRM systems to maintain data integrity and case histories.
• Triage and escalate complex issues to specialist teams, ensuring clear ownership and timely follow-up until closure.
• Adhere to call quality standards and scripts while applying active listening to personalise customer interactions and improve NPS.
• Participate in coaching, calibration sessions, and performance reviews to meet individual KPIs (AHT, FCR, CSAT).
• Contribute to process improvement by documenting recurring customer issues and suggesting operational enhancements.
  

Skills & Qualifications

• Prior experience in international voice-based BPO/customer support roles
• Proven ability to handle inbound and outbound voice calls meeting SLA targets
• Comfortable using CRM systems and logging detailed call notes
• Strong accent clarity for English (US/UK) and experience with accent neutralization
• Familiarity with IVR systems and call routing
• Ability to work night shifts reliably and maintain consistent performance
  

Preferred

• Experience with Salesforce Service Cloud, Zendesk, or Freshdesk
• Previous exposure to quality assurance frameworks or call scoring
• Multilingual ability (additional European languages) for specific clientele
  

• Structured night-shift allowances and performance-linked incentives
• On-site, role-specific training, continuous upskilling, and clear career progression paths
• Supportive team environment with regular coaching and recognition programs
  

How to apply: