International Voice Process Role

IntouchCX; Hyderabad; On-site; INR 279,000 - 391,000; Full time

Job summary

IntouchCX is seeking a Customer Support Specialist to handle international calls from clients across time zones from Hyderabad. You will deliver exceptional service, resolve queries, and maintain accurate records using CRM tools.

This role focuses on high-quality first-contact handling and meeting performance metrics. Requirements include 1–5 years in an international call center, proficiency in US Voice Process, and willingness to work night shifts, weekends, and holidays.

Qualifications

• 1–5 years of experience in an international call center environment.
• Proficiency in handling international voice processes with excellent communication skills.
• Ability to work on night shifts (rotating schedules) including weekends and holidays.

Responsibilities

• Handle international calls from clients across various time zones, providing exceptional customer service and resolving queries efficiently.
• Process customer requests, resolve issues, and raise complex cases to senior team members when necessary.
• Maintain accurate records of all interactions with customers using CRM software or other tools.
• Meet performance targets for quality metrics such as first-call resolution rate, average handling time, and customer satisfaction ratings.

Skills

International voice process

Night shift

Tools

CRM software

Job description

Roles and Responsibilities :

• Handle international calls from clients across various time zones, providing exceptional customer service and resolving their queries efficiently.
• Process customer requests, resolve issues, and raise complex cases to senior team members when necessary.
• Maintain accurate records of all interactions with customers using CRM software or other tools.
• Meet performance targets for quality metrics such as first-call resolution rate, average handling time, and customer satisfaction ratings.

Job Requirements :

• 1-5 years of experience in an international call center environment.
• Proficiency in handling international voice processes (US Voice Process) with excellent communication skills.
• Ability to work on night shifts (rotating schedules) including weekends and holidays.