BPO Executive - Domestic/International

Position Overview

We are looking for energetic, customer-focused, and result-driven BPO Executive & to handle domestic and international voice/non-voice processes . The ideal candidate will be responsible for interacting with customers, solving queries, providing solutions, and delivering excellent customer service . This role requires strong communication skills, problem-solving abilities, and adaptability to handle both inbound and outbound customer interactions. &

Key Responsibilities

1. Customer Interaction & Support

• Handle inbound and outbound calls , emails, and chat support.
• Assist customers with their queries, complaints, and service requests.
• Understand customer requirements and provide accurate, timely solutions .
• Deliver a positive customer experience by maintaining a polite and professional tone.

2. Domestic BPO Process

• Manage Indian customer queries in local languages and English.
• Handle product or service-related complaints and provide quick resolutions.
• Understand customer needs and offer customized solutions as per company policies.
• Work closely with the operati ons team to ensure smooth customer handling.

3. International BPO Process

• Handle calls and chats for US, UK, Australian, or Middle East clients .
• Communicate clearly and fluently in English with a neutral or international accent .
• Understand global customer service protocols and maintain high service quality standards.
• Work according to international time zones and adhere to SLA timelines.

4. Sales & Upselling&

• Identify opportunities to upsell or cross-sell products/services .
• Meet or exceed daily, weekly, and monthly sales targets.
• Build strong customer relationships to drive retention and loyalty .

5. Process & Performance Management

• Achieve KPIs such as First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Handling Time (AHT).
• Follow scripts, guidelines, and compliance procedures .
• Participate in training programs to improve product knowledge and communication skills.

6. Documentation & Reporting

• Maintain accurate records of customer interactions and resolutions .
• Update CRM systems and process logs regularly.
• Prepare daily/weekly reports on performance, feedback, and escalations.

Required Skills & Competencies

1. Communication Skills

• Excellent verbal and written communication in English (mandatory for international BPO) .
• Fluency in regional languages (for domestic BPO) like Hindi, Tamil, Telugu, Kannada, or Malayalam is an advantage.

2. Customer Service Orientation

• Strong problem-solving abilities with a customer-first approach .
• Ability to stay calm and composed while handling difficult situations.

3. Technical Skills

• Basic knowledge of MS Office, CRM tools, and online chat p...