International Voice Process Executive

Hinduja Global Solutions (HGS); Bengaluru; On-site; INR 180,000 - 260,000; Full time

Benefits offered by this job

Two-way transport facility

Job summary

Hinduja Global Solutions (HGS) in Bangalore is hiring for Technical Voice Process on night shift. Freshers are welcome; rotational night shifts; 2-way transport facility provided.

You will handle inbound calls from international/US customers, resolve queries, provide product/service information, and document interactions in the CRM. Strong English, active listening, and problem-solving are essential, with KPI targets like AHT and CSAT.

Responsibilities

• Handle inbound customer calls from international/US customers in a professional manner.
• Understand customer queries, concerns, and requirements and provide accurate resolutions.
• Communicate clearly and confidently with US customers through voice interactions.
• Provide information regarding products, services, orders, accounts, or processes as applicable.
• Troubleshoot customer issues by following defined SOPs, process guidelines, and escalation procedures.
• Maintain a polite, patient, and customer-focused approach throughout every interaction.
• Verify customer details and update relevant information accurately in the CRM/system.
• Resolve customer complaints effectively while maintaining quality and customer satisfaction standards.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Maintain proper documentation of customer interactions, resolutions, and follow-ups.
• Achieve assigned KPIs, including call quality, Average Handling Time (AHT), productivity, and customer satisfaction.
• Follow company policies, data-security guidelines, and compliance requirements.
• Handle multiple customer interactions efficiently while maintaining accuracy.
• Demonstrate strong English communication, active listening, problem-solving, and interpersonal skills.
• Be comfortable working in US shifts/night shifts, including rotational schedules when required.
• Prior experience in an international voice process/customer support role will be an added advantage.

Job description

Job description

Technical Voice Process - !!Night Shift!!

YOE: 0-1 yr {Freshers are Welcome}

Location: Bangalore - Bommanahalli

Shift - Rotational Night Shifts only

2 ways transport facility will be provided

Job Description

• Handle inbound customer calls from international/US customers in a professional manner.
• Understand customer queries, concerns, and requirements and provide accurate resolutions.
• Communicate clearly and confidently with US customers through voice interactions.
• Provide information regarding products, services, orders, accounts, or processes as applicable.
• Troubleshoot customer issues by following defined SOPs, process guidelines, and escalation procedures.
• Maintain a polite, patient, and customer-focused approach throughout every interaction.
• Verify customer details and update relevant information accurately in the CRM/system.
• Resolve customer complaints effectively while maintaining quality and customer satisfaction standards.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Maintain proper documentation of customer interactions, resolutions, and follow-ups.
• Achieve assigned KPIs, including call quality, Average Handling Time (AHT), productivity, and customer satisfaction.
• Follow company policies, data-security guidelines, and compliance requirements.
• Handle multiple customer interactions efficiently while maintaining accuracy.
• Demonstrate strong English communication, active listening, problem-solving, and interpersonal skills.
• Be comfortable working in US shifts/night shifts, including rotational schedules when required.
• Prior experience in an international voice process/customer support role will be an added advantage.