International Voice Process (Excellent Communication)

NLB Services; Karnataka; On-site; INR 240,000 - 420,000; Full time

Job summary

NLB Services is hiring for an International Voice Process role in Bangalore for night shifts, 5 days a week. The job supports Accenture client operations and involves handling inbound calls, emails, and chats with emphasis on issue resolution and customer satisfaction.

The position requires strong communication skills, technical aptitude, and proficiency with ticketing and ERP tools. Eligible candidates will work in a rotating schedule aligned to US time zones and comply with security policies

Qualifications

• Ability to proficiently use customer service technologies to complete a transaction (Ticketing System, ERP, MS Office).
• Strong verbal and written communication skills for customer interactions.
• Willingness to learn quickly and adapt to new tools and processes.
• Experience in handling inbound calls, emails, and chats is preferred.

Responsibilities

• Receive inbound calls, emails, and chats and log interactions accurately in the required tool.
• Provide recruitment support to candidates per defined processes.
• Guide customers through self-service portal navigation and verify security per policies.
• Escalate unresolved issues as per client/internal procedures and maintain SLA targets.

Skills

Ticketing systems

Communication skills

Technical aptitude

Verbal & written communication

Tools

Service Now

ERP systems

Microsoft Office

Internet Explorer

Job description

Hiring For International Voice Process - Night Shift - 5 days Working - Bangalore

PAYROLL - NLB Services

CLIENT - Accenture

Working Hours:

• Shift will be in any of United States of America time zones
• Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)

Overall, Purpose of Job

• Provide high-quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
• Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Strive and achieve SLA target and business outcome indicators defined by the client

Job Responsibilities / Authorities

• Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
• Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
• Walk customers/ Provide navigational support on self service portal
• Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
• Place outbound calls to customers when required in line with Client / Company guidelinesWork productively whilst maintaining exceptional call/data quality standards in line with targets
• Contribute to the team through open and regular communication with peers / supervisors
• Adhere to all company or departmental policies and procedures (personnel and operational)
• Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
• Maintain regular and punctual attendance in line with company policies and procedures
• Minimize customer complaints and escalations by providing exceptional service and call control

Knowledge & Skill Requirement

• Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer
• Good technical aptitude with an ability to learn quickly
• Excellent verbal and written communication skills
• Experience Profile