International Voice Process Executive | IntouchCX |

IntouchCX; Hyderabad; On-site; INR 240,000 - 360,000; Full time

Job summary

IntouchCX is seeking enthusiastic Customer Service Associates to join our Voice Support team in Hyderabad. You will handle inbound and outbound calls, resolve customer concerns, and deliver a seamless experience while building rapport and trust with customers.

The role requires excellent English communication, empathy, and strong problem-solving skills in a fast-paced environment. Flexibility to work weekends and holidays may be required, with a focus on maintaining high quality and compliance

Qualifications

• Excellent verbal and written English communication.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Handle customer interactions through inbound and outbound voice calls.
• Understand customer concerns, diagnose issues, and provide timely resolutions.
• Deliver a high-quality customer experience with professionalism and empathy.
• Build rapport with customers and establish trust through effective communication.
• Manage customer expectations regarding issue resolution and follow-up timelines.
• Accurately document customer interactions and actions in internal systems.
• Maintain compliance with company policies and quality standards.
• Support customer retention and satisfaction during every interaction.

Skills

Customer service

English communication

Call handling

Empathy

Active listening

Education

High school diploma or equivalent

Tools

CRM software

Job description

Customer Service (Voice) - Work From Site - English - Full-time

About IntouchCX

IntouchCX is shaping the future of customer experience by partnering with iconic brands to create meaningful connections across voice, chat, email, and social media. Fueled by cutting-edge technology and a team that’s all-in on making brands thrive, we’re setting the bar in quality-driven support.

About the Job

We are seeking enthusiastic and customer-focused Customer Service Associates to join our Voice Support team. In this role, you will serve as the primary point of contact for customers, providing exceptional service through inbound and outbound calls. You will be responsible for resolving customer concerns, building strong relationships, and delivering a seamless customer experience.

The ideal candidate possesses excellent communication skills, strong problem-solving abilities, and a passion for helping customers.

As a Customer Service Representative (English), You Will:

• Handle customer interactions through inbound and outbound voice calls.
• Understand customer concerns, diagnose issues, and provide timely and effective resolutions.
• Deliver a high-quality customer experience by demonstrating professionalism, empathy, and active listening.
• Build rapport with customers and establish trust through effective communication.
• Manage customer expectations regarding issue resolution and follow-up timelines.
• Accurately document customer interactions and actions taken within internal systems.
• Maintain compliance with company policies, procedures, and quality standards.
• Support customer retention and satisfaction by providing exceptional service during every interaction.

As a Customer Service Representative (English), You Have:

• Excellent verbal and written communication skills in English.
• Strong customer service orientation with the ability to build rapport quickly.
• High emotional intelligence and the ability to remain calm under pressure.
• Strong listening, probing, and problem-solving skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong organizational and time-management skills.
• Basic computer proficiency and ability to navigate multiple systems simultaneously.
• Ability to work flexible schedules, including weekends and holidays as required.

Requirements:

• Must successfully pass a background check
• High school diploma or equivalent required
• Minimum 6 months of experience in an International Voice Process or Customer Service environment.
• Prior BPO or contact center experience is preferred.