Senior Process Associate – International Voice Process

Exiga Solutions; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

Exiga Solutions in Bangalore is seeking a Senior Process Associate – International Voice Process to join our customer-focused team and deliver exceptional service to international clients. This role requires strong communication skills, a data-driven approach, and passion for resolving queries quickly in a high-volume environment.

You will handle inbound and outbound calls, document interactions in CRM, meet quality targets, and collaborate with peers to improve service delivery in a fast-paced

Qualifications

• 1+ year of experience in international voice processes.
• Excellent English communication with a neutral accent.
• Strong listening and interpersonal skills.
• Proficiency in basic computer tasks and CRM usage.

Responsibilities

• Handle inbound and outbound calls for international clients.
• Resolve queries and ensure first-call resolution when possible.
• Provide accurate information on products and policies.
• Document interactions and update CRM records accurately.
• Meet performance metrics for quality, productivity and satisfaction.
• Escalate complex issues when required and follow SOPs.
• Collaborate with teammates to improve service quality.
• Participate in training and process updates.

Skills

International Voice Process

English Communication

Customer Service

CRM Tools

Job description

About the Role

We are hiring enthusiastic and customer-focused Senior Process Associates – International Voice Process to join our growing team. This role is ideal for professionals with experience in international voice support who possess excellent communication skills and a passion for delivering exceptional customer service.

The ideal candidate will be responsible for handling customer interactions, resolving queries efficiently, and ensuring a high level of customer satisfaction while working in a fast-paced international support environment.

Key Responsibilities

• Handle inbound and outbound customer calls for international clients in a professional and courteous manner
• Resolve customer queries, concerns, and complaints while ensuring first-call resolution whenever possible
• Provide accurate information regarding products, services, and company policies
• Maintain high standards of customer satisfaction by delivering exceptional service experiences
• Accurately document customer interactions and update records in CRM or internal systems
• Meet individual and team performance metrics including quality, productivity, and customer satisfaction targets
• Escalate complex customer issues to the appropriate teams whenever required
• Follow company policies, compliance guidelines, and standard operating procedures
• Collaborate with team members and management to improve service quality and operational efficiency
• Participate in training sessions, process updates, and continuous learning initiatives

Required Skills

• Minimum 1+ year of experience in an International Voice Process
• Excellent verbal communication skills in English with a neutral accent
• Strong customer service, listening, and interpersonal skills
• Ability to handle customer concerns professionally and effectively
• Basic computer proficiency and experience using CRM or customer support tools
• Strong problem-solving abilities and attention to detail
• Ability to work in a fast-paced, target-driven environment
• Willingness to work in US Night Shift

Preferred Qualifications

• Experience in customer support, technical support, or international BPO operations will be an advantage
• Strong communication, teamwork, and adaptability skills
• Candidates who can join immediately or within a short notice period will be preferred
• Age Criteria: Below 30 Years

Job Details

• Employment Type: Full-Time / Permanent
• Location: Bangalore
• Work Mode: Onsite
• Experience Required: 1+ Year in International Voice Process
• Shift: US Night Shift
• Work Schedule: 5 Working Days | Rotational Week Offs