Customer Service Executive

Expert Staffing Solutions New Delhi; Dadri, Gurugram District, Delhi; On-site; INR 250,000 - 350,000; Full time

Job summary

Expert Staffing Solutions New Delhi invites candidates for an International Voice Process role. Handle inbound and outbound calls for international telecom clients, resolve billing, activations, and technical inquiries, and accurately document interactions in the CRM system.

We seek graduates with 6 months to 3 years in international voice processes, excellent English communication, ability to work in rotational/night shifts, and comfort with high call volumes in a 24x7 environment.

Qualifications

• Excellent verbal communication in English and strong customer service skills.
• Experience in an international voice process or telecom process preferred.
• Ability to work in rotational shifts including night shifts.
• Basic computer proficiency and familiarity with CRM tools.
• Comfortable handling high call volumes and multitasking.

Responsibilities

• Handle inbound and/or outbound customer calls for international telecom clients.
• Assist with telecom inquiries including billing, plans, activations, and technical issues.
• Provide accurate information regarding products, services, promotions, and account details.
• Resolve customer complaints professionally and timely.
• Troubleshoot basic network, connectivity, and service issues.
• Document customer interactions and resolutions in the CRM system.
• Follow client processes, quality standards, and compliance guidelines.
• Meet daily, weekly, and monthly performance targets.
• Escalate complex issues to the appropriate department.

Skills

English communication

Customer service

Problem solving

Rotational shifts

Night shifts

CRM knowledge

Telecom knowledge

High call volumes

Graduate/UG

Education

Graduate/Undergraduate with BPO experience

Tools

CRM tools

Job description

Role & responsibilities

Job Responsibilities

Handle inbound and/or outbound customer calls for international telecom clients.

Assist customers with telecom-related inquiries, including mobile, broadband, billing, plans, activations, and technical issues.

Provide accurate information regarding products, services, promotions, and account details.

Resolve customer complaints and concerns in a professional and timely manner.

Troubleshoot basic network, connectivity, and service-related issues.

Maintain high standards of customer service and ensure customer satisfaction during every interaction.

Accurately document customer interactions, complaints, and resolutions in the CRM system.

Follow client processes, quality standards, and compliance guidelines.

Achieve individual and team performance metrics such as productivity, quality, customer satisfaction, and adherence.

Escalate complex issues to the appropriate department when required.

Stay updated on telecom products, services, and process changes.

Meet daily, weekly, and monthly operational targets.

Preferred candidate profile

Key Skills

Excellent verbal communication skills in English.

Strong customer service and problem-solving abilities.

Experience in an international voice process or telecom process preferred.

Ability to work in rotational shifts, including night shifts.

Basic computer proficiency and familiarity with CRM tools.

Ability to handle high call volumes and multitask effectively.

Graduate/Undergraduate with relevant BPO experience.

Minimum 6 months to 3 years of experience in an International Voice Process (Telecom preferred).

Comfortable working in a 24x7 environment.

Preferred Candidate Profile