Customer Care Executive

Expert Staffing Solutions New Delhi; Dadri, Gurugram District; On-site; INR 250,000 - 450,000; Full time

Job summary

Expert Staffing Solutions New Delhi is hiring for an international voice process role. You will handle inbound and outbound calls from international customers, resolve queries, and document interactions in CRM systems.

We value clear English communication, patience, empathy, and the ability to work in night, weekend and international shifts. Freshers with strong communication skills may also be considered; graduates or undergraduates can apply.

Qualifications

• Excellent verbal communication in English with a clear and neutral accent.
• Strong listening and customer-handling skills.
• Ability to communicate confidently with international customers.

Responsibilities

• Handle inbound and outbound calls from international customers.
• Understand queries, identify concerns, and provide accurate resolutions.
• Document customer interactions in CRM/ticketing systems.
• Escalate complex issues to the appropriate department.
• Meet KPIs such as AHT, CSAT, FCR, and quality scores.
• Stay updated on policies, products, and procedures.

Skills

English Fluency

Education

Graduate or Undergraduate

Tools

CRM Software

Email Handling

MS Office

Job description

Role & responsibilities

• Handle inbound and outbound customer calls from international customers in a professional and courteous manner.
• Understand customer queries, identify their concerns, and provide accurate and timely resolutions.
• Maintain a high level of customer satisfaction through effective communication and active listening.
• Resolve customer complaints, service requests, billing queries, and account-related issues.
• Follow international customer service standards, company policies, and established call-handling procedures.
• Provide clear information about products, services, policies, and processes.
• Document customer interactions, complaints, and resolutions accurately in CRM/ticketing systems.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Meet key performance indicators (KPIs) such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), quality scores, and attendance.
• Ensure proper verification and protection of customer information while handling calls.
• Communicate effectively with customers from different countries and cultural backgrounds.
• Perform follow-up calls when required to ensure customer issues are completely resolved.
• Maintain professionalism, patience, empathy, and a positive attitude during difficult customer interactions.
• Work effectively in rotational, night, weekend, or international time-zone shifts as required.
• Stay updated on company policies, product changes, promotions, and service procedures.
• Collaborate with internal teams to resolve customer issues and improve the overall customer experience.

Preferred candidate profile

• Excellent verbal communication skills in English with a clear and neutral accent.
• Strong listening, interpersonal, and customer-handling skills.
• Ability to communicate confidently with international customers from diverse cultural backgrounds.
• Good problem-solving and decision-making abilities.
• Customer-focused attitude with patience, empathy, and a positive approach.
• Ability to handle customer complaints and challenging situations professionally.
• Comfortable working with CRM systems, email, and basic computer applications.
• Willingness to work in rotational, night, weekend, and international shifts.
• Ability to meet customer service targets and performance metrics.
• Previous experience in international voice process, BPO, call center, or customer service is preferred.
• Freshers with strong communication skills may also be considered.
• Graduate or undergrade can apply