Hiring | International BPO Customer Service Executive | Voice Process

Expert Staffing Solutions New Delhi; Dadri, Gurugram District; On-site; INR 300,000 - 600,000; Full time

Job summary

Expert Staffing Solutions New Delhi is seeking a competent Customer Service Associate to manage inbound and outbound calls for international clients. You will resolve queries efficiently while ensuring high customer satisfaction and adhere to SOPs and quality standards.

The ideal candidate demonstrates excellent English communication, strong problem-solving skills, and a customer-centric approach. Proficiency with CRM tools and the ability to handle global conversations is essential for success

Qualifications

• Excellent verbal and written English communication skills required.
• Strong customer service and problem-solving abilities.
• Knowledge of CRM tools and customer interaction management.
• Ability to handle international customer conversations professionally.

Responsibilities

• Handle inbound and/or outbound customer calls for international customers.
• Resolve customer queries efficiently while maintaining high customer satisfaction.
• Follow defined process guidelines, SOPs, and quality standards.
• Understand and achieve process KPIs and KRAs, including quality, productivity, and customer satisfaction targets.
• Use CRM tools to maintain accurate customer records and document interactions.
• Ensure professional communication, effective problem-solving, and timely resolution of customer concerns.
• Maintain compliance with company policies and process requirements.

Skills

English communication

Customer service

Problem solving

CRM tools

International calls

Active listening

Tools

CRM software

Job description

Role & responsibilities

• Handle inbound and/or outbound customer calls for international customers.
• Resolve customer queries efficiently while maintaining high customer satisfaction.
• Follow defined process guidelines, SOPs, and quality standards.
• Understand and achieve process KPIs and KRAs, including quality, productivity, and customer satisfaction targets.
• Use CRM tools to maintain accurate customer records and document interactions.
• Ensure professional communication, effective problem-solving, and timely resolution of customer concerns.
• Maintain compliance with company policies and process requirements.

Preferred candidate profile

• Excellent verbal and written English communication skills.
• Strong customer service and problem-solving abilities.
• Good understanding of customer service processes, KPIs, and KRAs.
• Knowledge of CRM tools and customer interaction management.
• Ability to handle international customer conversations professionally.
• Strong listening skills, patience, and a customer-centric approach.