International Voice & Chat Process Associate

Expert Staffing Solutions New Delhi; Dadri, Gurugram District, Delhi; On-site; INR 240,000 - 360,000; Full time

Job summary

Expert Staffing Solutions New Delhi is seeking candidates for an international voice/chat/email support role. You will handle queries, resolve issues, and maintain quality standards while following SOPs and compliance guidelines.

Strong English communication and basic computer skills are essential, with the flexibility to work rotational/night shifts. Freshers and experienced candidates are welcome; graduates according to process eligibility, with CRM/ticketing systems experience considered a

Qualifications

• Freshers & experienced candidates can apply.
• Excellent English communication skills.
• Graduate/Undergraduate candidates as per process eligibility.
• Basic computer knowledge and good customer-handling skills.

Responsibilities

• Handle international customer queries through calls, chat, email and back-office processes.
• Provide professional customer support and resolve queries, complaints and service requests.
• Maintain excellent communication and customer service standards.
• Follow SOPs, quality guidelines and compliance requirements.
• Maintain Quality, Productivity, AHT, TAT and CSAT targets.
• Update customer information and interaction details in CRM/ticketing systems.
• Handle escalations and coordinate with internal teams when required.
• Perform accurate data entry, documentation and transaction processing.
• Maintain confidentiality of customer and company information.
• Achieve individual and team targets.
• Participate in training, coaching and quality feedback sessions.
• Comfortable working in rotational/night shifts and rotational week-offs.

Skills

Customer support

English communication

Data entry

CRM systems

Tools

CRM systems

Job description

Roles and Responsibilities

• Handle international customer queries through calls, chat, email and back-office processes.
• Provide professional customer support and resolve queries, complaints and service requests.
• Maintain excellent communication and customer service standards.
• Follow process SOPs, quality guidelines and compliance requirements.
• Maintain required Quality, Productivity, AHT, TAT and CSAT targets.
• Update customer information and interaction details in CRM/ticketing systems.
• Handle escalations and coordinate with internal teams when required.
• Perform accurate data entry, documentation and transaction processing.
• Maintain confidentiality of customer and company information.
• Achieve individual and team targets.
• Participate in training, coaching and quality feedback sessions.
• Comfortable working in rotational/night shifts and rotational week-offs.
  

Candidate Profile

• Freshers & experienced candidates can apply.
• Graduate/Undergraduate candidates as per process eligibility.
• Excellent English communication skills.
• Good verbal communication for Voice Process and written English/typing skills for Non-Voice.
• Basic computer knowledge and good customer-handling skills.
• Candidates from International BPO, Customer Support, Call Centre, Voice, Chat, Email or Back Office backgrounds are welcome.
• Immediate joiners/short-notice candidates may apply.