International Voice Process Executive (US Process)

Accenture PLC; Mumbai; Presencial; INR 300 000 - 520 000; Tempo integral

Resumo da oferta

Accenture is seeking an International Voice Process Executive in Mumbai to handle US-based customer interactions on rotational shifts. You will manage inbound and outbound calls, resolve account issues, and identify upselling opportunities while maintaining high customer satisfaction.

You will work within guided policies, document interactions, and aim to meet quality, productivity, and sales targets. This role offers exposure to global processes and development in a leading global firm.

Qualificações

• Minimum 1+ years in customer service or voice process.
• Graduation or HSC qualification.
• Strong spoken English.
• Willingness to work rotational US time zone shifts.
• Must have clean background with no absconding cases.

Responsabilidades

• Handle inbound and outbound customer calls from US-based clients with professionalism and efficiency.
• Understand, document, and resolve customer account-related issues accurately and promptly.
• Provide appropriate information and solutions while adhering to company policies and guidelines.
• Identify and pursue upselling opportunities by recommending relevant products or services to customers.
• Maintain positive customer interactions and deliver exceptional customer experience throughout each call.
• Meet assigned quality, productivity, and sales targets consistently.
• Maintain accurate and detailed records of all customer interactions in designated systems.
• Follow call handling protocols and quality standards as defined by the team.
• Contribute to team performance and collaborate with colleagues to achieve departmental goals.

Conhecimentos

Customer service

English communication

CRM tools

Phone systems

US shift readiness

Formação académica

Graduation or HSC

Descrição da oferta de emprego

About the Company

Accenture is a global professional services company delivering digital transformation, consulting, and technology services to clients across industries. With a presence in multiple countries, Accenture is known for its customer-centric approach and commitment to delivering exceptional service experiences. The company continues to expand its operations in India with dedicated teams serving international markets.

Role Overview

This is a full-time position as an International Voice Process Executive handling US-based customer interactions. In this role, you will manage inbound and outbound calls, resolve customer queries, and identify upselling opportunities while maintaining high standards of customer satisfaction. You will work on rotational shifts to support US time zones.

Key Responsibilities

• Handle inbound and outbound customer calls from US-based clients with professionalism and efficiency
• Understand, document, and resolve customer account-related issues accurately and promptly
• Provide appropriate information and solutions while adhering to company policies and guidelines
• Identify and pursue upselling opportunities by recommending relevant products or services to customers
• Maintain positive customer interactions and deliver exceptional customer experience throughout each call
• Meet assigned quality, productivity, and sales targets consistently
• Maintain accurate and detailed records of all customer interactions in designated systems
• Follow call handling protocols and quality standards as defined by the team
• Contribute to team performance and collaborate with colleagues to achieve departmental goals

Must-Have Skills

• Minimum 1+ years of experience in customer service, voice process, or related field
• Any graduation degree or HSC qualification
• Strong spoken English and clear communication skills
• Ability to work comfortably on rotational shifts including US time zone hours
• Basic knowledge of account management and customer service best practices
• Proficiency in using phone systems and CRM tools
• Clean background with no previous absconding cases

Good to Have

• Prior experience in international voice processes or US-based customer support
• Sales experience and understanding of upselling techniques
• Familiarity with customer service platforms and ticketing systems
• Experience working with multinational clients
• Knowledge of US customer service standards and expectations

What You Will Gain

• Exposure to international customer service standards and best practices from a global organization
• Development of strong communication and problem-solving skills through daily customer interactions
• Understanding of sales and upselling strategies in a customer service environment
• Opportunity to build a career with a leading global consulting firm with growth prospects
• Experience working across time zones and gaining insights into global business operations

Resume Keywords

• Customer Service
• US Voice Process
• Inbound Calls
• Outbound Calls
• Account Management
• Customer Support
• Sales
• Upselling
• CRM
• Call Handling
• Quality Assurance
• Customer Satisfaction
• International Process
• Communication Skills
• Problem Resolution