International Voice Support Executive – Customer Enquiries

The Elite Job; Thiruvananthapuram; Hybrid; INR 240,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Structured onboarding

Opportunities for remote or hybrid

Career development opportunities

Paid leave and statutory benefits

Job summary

The Elite Job in India is seeking an International Voice Support Executive to handle inquiries from customers around the world, delivering accurate information and professional service. The role emphasizes clear communication, active listening, and problem-solving to resolve issues on the first contact.

You will work with CRM tools, follow scripts, and collaborate with billing, sales and technical teams. Fresh graduates and experienced professionals are welcome to apply.

Qualifications

• Minimum qualification of 10th, 12th, diploma, or graduation may be considered depending on project requirements.
• Excellent spoken English and clear verbal communication.
• Ability to communicate confidently with international customers.
• Good listening and comprehension across different English accents.
• Customer-first attitude with a genuine interest in helping people.
• Strong problem-solving and decision-making abilities.
• Patience, empathy, and ability to stay calm in challenging conversations.
• Basic computer knowledge including email, internet, data entry, and office apps.
• Familiarity with CRM platforms and call-handling systems after training.
• Willingness to learn company policies and procedures.

Responsibilities

• Handle International Customer Calls: manage inbound calls and respond to questions about products, services, accounts, orders, payments, and policies.
• Provide Accurate Information: use approved resources to give clear, reliable information.
• Resolve Customer Enquiries: investigate issues and offer solutions within procedures.
• Deliver Excellent Customer Service: maintain a friendly, respectful, and professional tone.
• Manage Customer Complaints: listen, acknowledge difficulties, and follow escalation procedures.
• Verify Customer Information: follow identity verification and data-protection procedures.
• Maintain Call Records: document interactions and outcomes in the CRM.
• Follow Up on Pending Issues: coordinate with departments for updates.
• Meet Performance Targets: aim for call quality, satisfaction, and first-call resolution.
• Follow Communication Standards: use scripts and guidelines where necessary.
• Coordinate with Internal Teams: work with billing, technical, sales, and operations to resolve issues.
• Protect Customer Information: maintain confidentiality and security policies.
• Support Continuous Improvement: participate in coaching, training, and quality assessments.

Skills

Excellent verbal communication

Active listening

English proficiency

Customer service oriented

Problem-solving

Time management

Multitasking

Calm under pressure

Education

10th/12th/diploma/graduation as per client

Tools

CRM systems

Call-handling systems

Email & data entry tools

Job description

1. Job Summary

The Elite Job is seeking a professional, customer-focused, and enthusiastic International Voice Support Executive – Customer Enquiries to join our customer service team. This role is ideal for individuals who enjoy communicating with people, resolving customer concerns, and delivering exceptional service to international customers across different regions.

As an International Voice Support Executive, you will serve as a key point of contact for customers who require information, assistance, and guidance regarding products, services, account-related questions, orders, payments, and general enquiries. You will handle inbound and, where required, outbound calls while maintaining a polite, professional, and solution-oriented approach throughout every customer interaction.

The successful candidate will demonstrate excellent spoken English, active listening skills, patience, and the ability to understand different accents and communication styles. You will be expected to provide accurate information, resolve customer issues efficiently, maintain appropriate records, and ensure that every customer receives a positive and professional experience.

This opportunity is suitable for fresh graduates, entry-level candidates, and experienced customer service professionals who wish to develop their communication skills and build a long-term career in international customer support.

2. Key Responsibilities

• Handle International Customer Calls: Manage inbound calls from international customers and respond professionally to questions about products, services, accounts, orders, payments, and company policies.
• Provide Accurate Information: Understand customer requirements and provide clear, reliable, and up-to-date information using approved company resources and guidelines.
• Resolve Customer Enquiries: Identify the nature of each enquiry, investigate the issue, and offer suitable solutions within established service procedures.
• Deliver Excellent Customer Service: Maintain a friendly, respectful, patient, and professional tone throughout every conversation.
• Manage Customer Complaints: Listen carefully to customer concerns, acknowledge their difficulties, and work towards appropriate resolutions while following escalation procedures.
• Verify Customer Information: Follow the required identity-verification and data-protection procedures before discussing confidential account information.
• Maintain Call Records: Document customer interactions, enquiry details, actions taken, and resolution outcomes accurately in the companys CRM or customer support system.
• Follow Up on Pending Issues: Coordinate with relevant departments to track unresolved enquiries and provide customers with appropriate updates.
• Meet Performance Targets: Work towards established service standards, including call quality, customer satisfaction, first-call resolution, attendance, and productivity.
• Follow Communication Standards: Use professional language, appropriate call etiquette, and approved scripts or guidelines wherever necessary.
• Coordinate with Internal Teams: Work with billing, technical support, sales, operations, and other departments to resolve enquiries that require additional assistance.
• Protect Customer Information: Maintain confidentiality and comply with company policies, security standards, and applicable data-protection requirements.
• Support Continuous Improvement: Participate in coaching sessions, training programmes, quality assessments, and team meetings to improve service delivery.

3. Required Skills and Qualifications

• A minimum qualification of 10th, 12th, diploma, or graduation may be considered, depending on the specific client and project requirements.
• Strong spoken English and clear verbal communication skills.
• Ability to communicate confidently and professionally with international customers.
• Good listening and comprehension skills, including the ability to understand different English accents.
• A customer-first attitude with a genuine interest in helping people.
• Strong problem-solving and decision-making abilities.
• Patience, empathy, and the ability to remain calm when handling challenging conversations.
• Basic computer knowledge, including email, internet browsing, data entry, and office applications.
• Ability to navigate customer service software, CRM platforms, and call-handling systems after training.
• Good time-management and organisational skills.
• Willingness to learn company policies, products, services, and customer support procedures.
• Ability to work independently while contributing effectively to a team.
• Professional telephone etiquette and a positive approach to customer interactions.
• Reliable attendance and a commitment to meeting assigned performance standards.
• Candidates who speak additional languages may be preferred for specific international customer support campaigns.

4. Experience

Freshers are welcome to apply, subject to the educational and communication requirements of the hiring project.

Freshers: Candidates with good spoken English, confidence, a willingness to learn, and a positive attitude can apply for suitable entry-level positions.

Experienced Candidates: Applicants with experience in international voice processes, BPO operations, contact centres, customer service, technical support, or client relationship management may be preferred for relevant openings.

Relevant Experience: Experience handling inbound or outbound calls, resolving customer complaints, using CRM tools, and meeting service-level targets is an advantage.

Training: Selected candidates may receive induction, product training, communication coaching, and call-handling guidance based on project requirements.

The final selection criteria will depend on the requirements of the specific client, campaign, and position.

5. Working Hours

• Full-time and part-time opportunities may be available, depending on project requirements.
• Working hours will be determined by the assigned international market and customer service campaign.
• Candidates may be required to work rotational shifts, evening shifts, night shifts, weekends, or public holidays.
• Shift flexibility may be necessary to support customers across different international time zones.
• Weekly offs and break schedules will be provided according to the applicable employment policy and shift arrangement.
• Remote employees, where permitted, must maintain a suitable working environment and reliable internet connectivity.
• Candidates must be comfortable following assigned schedules, attending team meetings, and completing required training sessions.
• Note: Actual working hours, shift patterns, employment type, and work location will be confirmed during recruitment.

6. Knowledge, Skills and Abilities

Knowledge

• Basic understanding of customer service principles and professional call handling.
• Familiarity with customer enquiries, complaint management, and issue-resolution processes.
• Basic knowledge of computers, email communication, CRM systems, and online support tools.
• Awareness of customer confidentiality and responsible information handling.
• Willingness to learn product information, service procedures, and relevant company policies.

Skills

• Excellent verbal communication and interpersonal skills.
• Active listening and the ability to understand customer needs.
• Clear pronunciation and professional telephone etiquette.
• Strong questioning, clarification, and problem-solving skills.
• Ability to explain information in simple, customer-friendly language.
• Accurate data entry and documentation skills.
• Effective time management and task prioritisation.
• Ability to handle multiple enquiries while maintaining service quality.

Abilities

• Ability to communicate confidently with customers from different cultural backgrounds.
• Ability to understand and respond appropriately to varied accents and speaking styles.
• Ability to remain calm, polite, and professional during difficult conversations.
• Ability to adapt to changing customer requirements and business procedures.
• Ability to follow instructions, scripts, escalation processes, and quality standards.
• Ability to learn new software and customer service tools.
• Ability to work towards individual and team performance goals.
• Ability to maintain confidentiality and demonstrate professional integrity.

7. Benefits

• Competitive salary based on the role, experience, location, and project requirements.
• Performance-based incentives, where applicable.
• Structured onboarding and job-related training.
• Opportunities to improve English communication and customer relationship skills.
• Exposure to international customers and professional service standards.
• Potential remote or hybrid working arrangements for eligible positions.
• Supportive team environment and guidance from experienced supervisors.
• Opportunities for internal mobility and career development.
• Recognition for strong performance, customer satisfaction, and consistent service quality.
• Paid leave, statutory benefits, and other employment benefits where applicable under the relevant policy and law.
• Specific salary details, incentives, leave entitlements, and benefits will be communicated during the official recruitment process.

8. Why Join The Elite Job?

Joining The Elite Job offers an opportunity to develop valuable customer service experience while building professional communication and problem-solving skills.

As an International Voice Support Executive, you can gain practical exposure to international customer interactions, learn how professional support teams operate, and develop the confidence needed to manage customer enquiries effectively.

Career Development: Build a foundation for future roles such as Senior Customer Support Executive, Quality Analyst, Team Leader, Process Trainer, Customer Relationship Specialist, or Customer Service Manager, depending on performance and available opportunities.

Learning Opportunities: Develop your communication, call management, conflict resolution, and customer relationship skills through training and practical experience.

Inclusive Opportunities: Freshers and experienced professionals can explore suitable openings based on their qualifications, communication abilities, and project requirements.

Professional Growth: Learn to work with customer service technologies, CRM platforms, service quality standards, and structured business processes.

Customer-Focused Culture: Contribute to positive customer experiences by helping people find answers, resolve problems, and receive timely assistance.

If you are enthusiastic about communication, enjoy helping customers, and want to grow in the customer service industry, this role could be a valuable step in your career.