Freshers Hiring For International Process (Hyderabad)

Shell Infotech; Hyderabad; Sur place; INR 200 000 - 500 000; Plein temps

Avantages offerts par ce poste

One-Side Cab

Résumé du poste

Shell Infotech is seeking customer-focused individuals to support international customers from our Hyderabad location. The role involves handling voice and non-voice channels, resolving queries related to home appliances, deliveries, billing, and basic troubleshooting.

You will assist customers with queries, provide product information, and ensure timely resolutions. Key responsibilities include handling inquiries via voice/chat, documenting interactions in CRM, and meeting CSAT and quality

Qualifications

• Excellent English communication skills, both oral and written.
• Ability to handle voice and non-voice interactions with customers.
• Strong customer-service orientation and problem-solving abilities.

Responsabilités

• Handle interactions through voice calls and chat.
• Assist customers with queries and account-related concerns.
• Provide product and service information and troubleshoot basic issues.
• Document interactions accurately in the CRM and follow escalation procedures.
• Maintain quality, productivity and customer-satisfaction targets.

Connaissances

Excellent English communication

Voice handling

Chat handling

Customer service

Problem solving

Typing skills

Basic computer knowledge

Outils

CRM

Description du poste

We are looking for customer-focused candidates to join the international process at our client location, we have multiple roles involves assisting international customers through voice and Non-Voice channels and resolving queries handling inbound customer calls and assisting customers with queries related to home appliances, product information, deliveries, billing and basic troubleshooting or transportation services, rider/driver accounts, trips, payments and account-related concerns.

Key Responsibilities

• Handle customer interactions through voice calls / chat.
• Assist customers with queries
• Provide support for account access and security-related concerns.
• Investigate customer concerns and provide appropriate resolutions.
• Document customer interactions accurately in the CRM.
• Follow defined process guidelines and escalation procedures.
• Maintain required quality, productivity and customer satisfaction targets.
• Handle sensitive customer/account information in accordance with process requirements.
• Escalate unresolved or complex issues to the appropriate support team.

Candidate Requirements

• Excellent spoken and written English communication.
• Good listening and comprehension skills.
• Strong typing and written communication skills.
• Good customer-handling and problem-solving abilities.
• Basic computer and internet knowledge.
• Comfortable handling both voice and non-voice interactions.
• Ability to work in a target-driven customer-service environment.
• Willingness to work in 247 rotational shifts, where applicable.

Skills Required

• Excellent English communication
• Voice + Chat handling
• Customer service
• Problem solving
• Typing skills
• Basic computer knowledge

Good to Have:

• International BPO experience
• US/Canada customer support experience
• Transportation/travel process experience
• Rider/driver support experience
• CRM experience

Key Performance Metrics

• Customer Satisfaction (CSAT)
• Quality Score
• Average Handling Time (AHT)
• First Contact Resolution (FCR)
• Productivity
• Attendance & Schedule Adherence

Eligibility

• Education: Any
• Experience: Freshers
• CTC: 2 to 5 LPA

Work Details

• Work Location: Work From Office
• Working Days: 5 Days Working
• Week Off: 2 Rotational Week Offs
• Cab Facility: One-Side Cab

Documents Required

Candidates should have the following documents available:

• Education Documents
• Aadhaar Card
• PAN Card
• Educational Certificates / Marks Memos
• if you have exp
• Previous Employment Documents
• Offer Letter
• Previous Organization Pay Slips
• Relieving / Experience Letter

Interview Process

• HR Round
• AMCAT
• Versant
• Operations Round

Contact person: HR Harini @ 8143570741