Process Executive

Roles & Responsibilities International Voice Process (Freshers)

1. Customer Interaction

• Handle inbound and outbound calls with customers from international regions (US/UK/Australia etc.).

• Understand customer queries and provide clear, accurate information.

2. Communication Skills

• Communicate fluently in English with neutral or near-neutral accent.

• Maintain polite, professional, and positive communication tone.

3. Problem Solving

• Listen actively to customer issues and provide quick resolutions.

• Escalate complex queries to senior team members when needed.

4. Process Adherence

• Follow call scripts, company procedures, and compliance guidelines.

• Maintain confidentiality of customer and company data.

5. Documentation

• Update customer records accurately after each call.

• Note down important call details and follow-ups.

6. Performance Targets

• Meet KPIs such as call handling time, customer satisfaction, first call resolution, etc.

7. Learning & Adaptability

• Attend training sessions and improve product/process knowledge.

• Adapt to shift timings, especially night shifts for international processes.

Roles & Responsibilities International Voice Process (Experienced Candidates)

1. Advanced Customer Handling

• Manage complex customer issues independently with minimal supervision.

• Handle escalated calls and provide advanced troubleshooting.

2. Quality & Performance Management

• Consistently meet or exceed KPIs such as CSAT, AHT, FCR.

• Maintain high accuracy in communication and documentation.

3. Process Expertise

• Deep understanding of company products, tools, CRM systems, and SOPs.

• Help streamline processes and suggest improvements.

4. Leadership & Mentoring (if applicable)

• Guide and support freshers/new joiners.

• Assist Team Leaders in training and onboarding activities.

5. Conflict Resolution

• Deal with difficult customers professionally and de-escalate situations.

• Provide calm and effective solutions in stressful scenarios.

6. Reporting & Analysis

• Prepare reports on repeated customer issues, call trends, and process gaps.

• Share insights with management for process improvement.

7. Multi-Tasking

• Handle multiple tools, chat + call, or cross-functional coordination as required.