Customer Support Executive UK and US

Rivera Manpower Services; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Rivera Manpower Services in Bengaluru is hiring for a Customer Support Executive International Voice Process to handle calls from international customers and provide clear, effective solutions.

The role requires excellent English, good problem solving, and the ability to work in night shifts on a rotational US/UK schedule, with a focus on first-contact resolution. Freshers and experienced candidates may apply.

Qualifications

• 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.

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

English communication

Listening skills

Communication with international users

Basic computer skills

Customer handling

Working under pressure

Night shift readiness

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

For More Info Contact - Vijay

Mobile - 9742630123