International BPO Voice Process Executive

Job Overview

An International BPO Voice Process Executive is responsible for handling voice-based communication with clients, customers, or business partners located outside the country, primarily in regions such as the U.S., U.K., Australia, Europe, and Canada . The role involves answering inbound calls, making outbound calls, resolving customer queries, providing product or service information, handling complaints, and ensuring customer satisfaction . This role requires excellent communication skills, fluency in English (or the client s language), and the ability to work in a fast-paced, target-driven environment . International BPO professionals act as the bridge between businesses and their international customers, ensuring a seamless customer experience.

Key Responsibilities

1. Customer Interaction

• Handle inbound and outbound calls with international customers.
• Respond to customer queries regarding products, services, billing, technical issues, or order status.
• Provide accurate and timely information to resolve customer concerns.
• Maintain a professional and polite tone throughout all customer interactions.

2. Problem Resolution

• Listen carefully to customer issues and troubleshoot problems effectively.
• Escalate unresolved issues to the appropriate departments when necessary.
• Offer solutions that improve customer experience and satisfaction.
• Document customer complaints and follow up until resolution.

3. Process Adherence

• Follow standard operating procedures (SOPs) set by the organization.
• Ensure compliance with company policies, client requirements, and international standards.
• Maintain data security and confidentiality of sensitive customer information.
• Adhere to quality benchmarks, including First Call Resolution (FCR) and customer satisfaction scores.

4. Achieving Targets

• Meet daily, weekly, and monthly performance targets such as:
  • Call handling time
  • Resolution rate
  • Customer satisfaction scores (CSAT)
  • Sales or upselling targets (if applicable)
• Strive for high efficiency and customer delight.

5. Documentation and Reporting

• Accurately record call details, customer feedback, and service requests in the company database.
• Generate daily or weekly performance reports as required by management.
• Keep track of recurring issues to suggest process improvements.

6. Coordination and Teamwork

• Work closely with colleagues, team leaders, and supervisors to achieve common goals.
• Share feedback and suggestions during team huddles or performance meetings.
• Support new hires and assist in their training when needed.

Required Skills and Competencies

1. Communication Skills

• Fluency in spoken English is essential for international BPO roles.
• Neutral or near-neutral accent for clear communication with international customers.
• Excellent listening and comprehension abilities.