International Blended Process : Customer Service : Voice Executive

Wsne Consulting; Gurugram District; On-site; INR 212,000 - 324,000; Full time

Benefits offered by this job

Salary upto 4.40 LPA

In-hand 19k-29k monthly

Incentives

5 Days working

Night shifts

Both side cabs

Job location Gurugram

Job summary

Wsne Consulting in Gurugram is seeking a Graduate with experience in customer service to handle international voice/non-voice or blended processes. You will manage queries through voice, chat or email, verify details, and ensure adherence to SLAs and quality standards.

You will maintain records in CRM, work to achieve CSAT, AHT and productivity targets, and participate in shift rotations including night shifts and weekends to deliver excellent service.

Qualifications

• Graduate in any discipline with experience in customer service, BPO, international voice/non-voice or blended process.
• Experience in international customer service voice processes will be an advantage.
• Excellent verbal and written communication skills in English.
• Comfortable handling voice, email, chat and ticket-based interactions.
• Good knowledge of customer handling, query resolution, complaint management and escalation processes.

Responsibilities

• Handle international customer service operations through a blended process involving voice, chat or email support.
• Review customer information and verify relevant details before providing process-related assistance.
• Resolve customer queries within defined SLA, quality and productivity parameters.
• Manage customer grievances and escalate complex cases to the appropriate internal/EPFO support team.
• Maintain accurate records of customer interactions, complaints, resolutions and follow-ups in CRM/ticketing systems.
• Perform regular follow-ups on unresolved cases and ensure proper closure after resolution.
• Communicate professionally with customers from different regions and backgrounds.
• Work toward achieving CSAT, FCR, AHT, SLA, quality and productivity targets.
• Identify recurring customer issues and communicate process gaps for improvement.
• Support customers through multiple service channels with a customer-focused approach.

Skills

Customer service

Blended process

Voice support

Written communication

CRM systems

Ticketing tools

SLA adherence

CSAT targets

Education

Graduate degree

Tools

MS Office

CRM

Ticketing tools

Job description

Responsible for handling customer queries and service requests through an International blended process involving voice and non-voice channels. Provided accurate and timely assistance, while ensuring high-quality customer service and adherence to company policies, SLA and compliance standards.

Role & responsibilities

• Handled international customer service operations through a blended process involving voice, chat or email support.
• Reviewed customer information and verified relevant details before providing process-related assistance.
• Resolved customer queries within defined SLA, quality and productivity parameters.
• Managed customer grievances and escalated complex cases to the appropriate internal/EPFO support team.
• Maintained accurate records of customer interactions, complaints, resolutions and follow-ups in CRM/ticketing systems.
• Performed regular follow-ups on unresolved cases and ensured proper closure after resolution.
• Maintained professional communication with customers from different regions and backgrounds.
• Worked toward achieving CSAT, FCR, AHT, SLA, quality and productivity targets.
• Identified recurring customer issues and communicated process gaps to the team/management for improvement.
• Supported customers through multiple service channels and maintained a customer-focused approach throughout the interaction.

Preferred candidate profile

• Graduate in any discipline with experience in customer service, BPO, international voice/non-voice or blended process.
• Experience in international customer service voice processes will be an advantage.
• Excellent verbal and written communication skills in English.
• Comfortable handling voice, email, chat and ticket-based customer interactions.
• Good knowledge of customer handling, query resolution, complaint management and escalation processes.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure and meet SLA, CSAT, AHT, FCR, quality and productivity targets.
• Basic knowledge of MS Office, CRM and ticketing tools.
• Strong attention to detail with the ability to maintain accurate customer records.
• Willingness to work in rotational shifts/night shifts, including weekends, as per business requirements.
• Positive attitude, customer-focused approach and strong team-working skills.
• Candidates with good international accent/communication skills and exposure to a blended process will be preferred.

Perks & Benefits

• Salary upto 4.40 LPA
• 19k-29k In hand
• Lucrative Incentives
• 5 Days working
• 24*7 Shifts / Night shifts
• Both side cabs
• Job Location : Gurugram
• Attractive salary package with performance-based incentives.
• Attendance and monthly performance rewards (as applicable).