US Voice Process

Ciel HR; Chennai District; On-site; INR 300,000 - 450,000; Full time

Job summary

Ciel HR in Chennai seeks a motivated candidate for International BPO operations handling outbound calls to US utility companies. You will verify billing data and use CRM systems to track onboarding progress, ensuring data integrity and customer satisfaction.

The role requires strong English communication (C1+), MS Excel/Google Sheets skills, and comfort with night shifts for US time zones. Previous CRM experience is a plus.

Qualifications

• 0–3 years in International BPO, outbound calling, collections or customer operations.
• Experience handling US customers/processes is preferred.
• Excellent verbal and written English communication skills (C1+).
• Strong data verification and MS Excel/Google Sheets proficiency.
• Familiarity with CRM and data privacy guidelines.
• Strong analytical and problem-solving abilities with attention to detail.

Responsibilities

• Make outbound calls to US-based utility companies and navigate IVR systems.
• Collect and verify utility, billing, and historical usage data.
• Perform data validation and resolve data discrepancies.
• Update CRM/onboarding systems and maintain accurate call records.
• Handle utility representative pushbacks, escalations, and troubleshooting.
• Ensure proper LOA submission and security verification as required.
• Maintain call quality, productivity, AHT, adherence, and other KPIs.
• Follow data privacy, compliance, and customer experience guidelines.
• Coordinate with internal teams to resolve operational issues and onboarding progress.

Skills

Outbound calling

US processes

English communication (C1+)

MS Excel

Google Sheets

Data verification

CRM systems

Analytical troubleshooting

Attention to detail

Night shift ready

Education

UG/PG qualification

Tools

CRM

MS Excel

Google Sheets

Job description

Role & responsibilities

• Make outbound calls to US-based utility companies and navigate IVR systems.
• Collect and verify utility, billing, and historical usage data.
• Perform data validation and resolve data discrepancies.
• Update CRM/onboarding systems and maintain accurate call records.
• Handle utility representative pushbacks, escalations, and troubleshooting.
• Ensure proper LOA submission and security verification as required.
• Maintain call quality, productivity, AHT, adherence, and other KPIs.
• Follow data privacy, compliance, and customer experience guidelines.
• Coordinate with internal teams to resolve operational issues and progress customer onboarding.

Preferred candidate profile

• 0 to 3 years of experience in International BPO, Outbound Calling, Collections, or Customer Operations.
• Experience handling US customers/US processes is preferred.
• Excellent verbal and written English communication skills (C1+).
• Strong MS Excel / Google Sheets and data verification skills.
• Knowledge of CRM
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent attention to detail and customer-handling skills.
• Comfortable working in US-aligned night shifts.
• UG/PG qualification