Technical Voice Process

Hinduja Global Solutions (HGS); Bengaluru; On-site; INR 200,000 - 280,000; Full time

Benefits offered by this job

Two-way transport

Job summary

Hinduja Global Solutions (HGS) in Bengaluru is seeking a Technical Voice Process associate for night shifts. Freshers welcome, 0–1 year of experience. You will handle inbound international/US customer calls, resolve queries, and maintain CRM records. Rotational night shifts with 2-way transport support apply.

The role emphasizes English communication, problem solving, and customer-focused service to meet quality and KPI targets.

Qualifications

• Handle inbound calls from international/US customers with professionalism.
• Communicate clearly in English and resolve queries effectively.
• Maintain polite, patient, customer-focused interactions and follow SOPs.

Responsibilities

• Handle inbound international voice calls and resolve customer queries.
• Provide accurate information on products, services, orders, and accounts.
• Troubleshoot issues per SOPs and escalate when needed.
• Document interactions and resolutions in the CRM system.
• Achieve KPIs like call quality, AHT, and customer satisfaction.

Skills

Inbound calls

English communication

Customer service

Active listening

Tools

CRM software

Job description

Technical Voice Process - !!Night Shift!!

YOE: 0-1 yr {Freshers are Welcome}

Location: Bangalore - Bommanahalli

Shift - Rotational Night Shifts only

2 ways transport facility will be provided

Job Description Inbound International Voice Process

• Handle inbound customer calls from international/US customers in a professional manner.
• Understand customer queries, concerns, and requirements and provide accurate resolutions.
• Communicate clearly and confidently with US customers through voice interactions.
• Provide information regarding products, services, orders, accounts, or processes as applicable.
• Troubleshoot customer issues by following defined SOPs, process guidelines, and escalation procedures.
• Maintain a polite, patient, and customer-focused approach throughout every interaction.
• Verify customer details and update relevant information accurately in the CRM/system.
• Resolve customer complaints effectively while maintaining quality and customer satisfaction standards.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Maintain proper documentation of customer interactions, resolutions, and follow-ups.
• Achieve assigned KPIs, including call quality, Average Handling Time (AHT), productivity, and customer satisfaction.
• Follow company policies, data-security guidelines, and compliance requirements.
• Handle multiple customer interactions efficiently while maintaining accuracy.
• Demonstrate strong English communication, active listening, problem-solving, and interpersonal skills.
• Be comfortable working in US shifts/night shifts, including rotational schedules when required.
• Prior experience in an international voice process/customer support role will be an added advantage.

Thanks & Regards

Aishwarya J

7337692370 [What's App msg only]

[e-mail]