Bulk Hiring For UK and US Global Support Associate

Rivera Manpower Services; Bengaluru; On-site; INR 240,000 - 360,000; Full time

Job summary

Rivera Manpower Services invites applications for a Customer Support Executive for International Voice Process. You will handle calls from international customers, understand concerns, provide solutions, and ensure a positive customer experience.

Excellent spoken and written English, good listening and problem-solving skills, and the ability to work with international customers are essential. Willingness to work rotational/night shifts and a work-from-office setup are required.

Qualifications

• Qualification: 12th Pass / Diploma / Graduate depending on the process.
• Experience: Freshers and experienced candidates can apply; international BPO/voice experience is an advantage.
• US/UK processes may require night or rotational shifts.

Responsibilities

• Handle inbound and/or outbound calls from international customers.
• Understand customer queries, complaints, and service requests.
• Provide accurate information and effective solutions.
• Resolve issues at the first point of contact wherever possible.
• Handle customers professionally, politely, and confidently.
• Escalate complex issues to the appropriate team when required.
• Update customer information and call details accurately in CRM systems.
• Follow company policies, SOPs, scripts, quality and compliance guidelines.
• Meet performance parameters such as AHT, CSAT, FCR, quality and productivity.

Skills

Excellent English

Good listening

International calls

Typing skills

Customer handling

Pressure tolerance

Night shifts

Rotational shifts

Education

12th Pass / Diploma / Graduate

Job description

Job Title: Customer Support Executive International Voice Process
Industry: BPO / Customer Service
Employment Type: Full-Time
Work Mode: Work From Office
Shift: Rotational / US / UK Night Shifts

Job Summary

We are looking for customer-focused individuals to join our International Voice Process team. The role involves handling calls from international customers, understanding their concerns, providing accurate solutions, and ensuring a positive customer experience.

Key Responsibilities

• Handle inbound and/or outbound calls from international customers.
• Understand customer queries, complaints, and service requests.
• Provide accurate information and effective solutions.
• Resolve issues at the first point of contact wherever possible.
• Handle customers professionally, politely, and confidently.
• Escalate complex issues to the appropriate team when required.
• Update customer information and call details accurately in CRM systems.
• Follow company policies, SOPs, scripts, quality and compliance guidelines.
• Meet performance parameters such as AHT, CSAT, FCR, quality and productivity.
• Maintain a high standard of customer service during every interaction.

Required Skills

• Excellent spoken and written English communication.
• Good listening and problem-solving skills.
• Ability to understand and communicate with international customers.
• Basic computer and typing skills.
• Customer-handling and complaint-resolution skills.
• Ability to work under pressure and meet targets.
• Willingness to work rotational/night shifts.

Eligibility

• Qualification: 12th Pass / Diploma / Graduate, depending on the process.
• Experience: Freshers and experienced candidates can apply for many processes.
• International BPO/voice experience is an advantage.

Working Conditions

• 5 days working with rotational weekly offs is common.
• US/UK processes may require night or rotational shifts.
• Work-from-office requirements are common for these roles.

Selection Process

1. HR Screening
2. English/Voice or Versant Assessment
3. Operations/Process Interview
4. Final Selection

Key Performance Metrics

• Average Handling Time (AHT)
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Call Quality
• Productivity
• Service Level / SLA