International BPO Voice Process

Negotiable

by Freshersworld
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Job Specifications

Employment Type Full time jobs

Job Description

Must have cold calling experience. Excellent communication and skills. Experience from 6 months to 1.5 years preferred in cold calling for USA.
Night shifts from 7pm to 4am shift timing.& Saturday and Sunday fixed off.

Key Responsibilities:

Customer Interaction:
- Handle inbound or outbound calls from/to customers across international locations (such as the US, UK, Australia, or Canada).
- Understand customer requirements and provide accurate, relevant solutions and information.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
Issue Resolution:
- Listen actively to customer concerns and resolve issues efficiently, often during the first interaction.
- Troubleshoot problems related to products, services, billing, technical support, or account management.
- Escalate complex queries to the appropriate department when necessary while ensuring a seamless transition.
Sales and Upselling (if applicable):
- Promote products or services to customers when working in a sales process.
- Identify sales opportunities during customer conversations and upsell or cross-sell accordingly.
- Meet or exceed assigned sales or customer service targets and KPIs.
Data Entry and Documentation:
- Record details of customer interactions, comments, complaints, and actions taken in the CRM or internal systems.
- Ensure all records are accurate, up-to-date, and follow company standards.
- Generate reports or summaries if required by the team leader or manager.
Process Adherence and Quality:
- Follow standard operating procedures (SOPs), scripts, and company guidelines.
- Ensure high-quality service delivery with a focus on first-call resolution and customer satisfaction.
- Participate in regular training sessions to stay updated with product knowledge, communication techniques, and process changes.
Team Collaboration:

Coordinate with team members, supervisors, and support teams for efficient issue resolution and information sharing.
Participate in team meetings, coaching sessions, and performance reviews.
Share customer feedback or suggestions with the team to help improve processes and service delivery.

Key Skills and Competencies:

Excellent verbal communication skills in English (accent-neutral or with an acceptable international accent)
Active listening and empathy
Strong interpersonal and customer service skills
Ability to handle stressful situations and difficult conversations with patience and professionalism
Basic computer literacy and typing skills
Familiarity with CRM software, call center systems, or ticketing platforms is a plus
Problem-solving ability and attention to detail

Job Profile : International BPO Voice Process
Industry : BPO, Walkin

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