Voice Processing Call Centre Agents

Quess IT Solutions; Hyderabad; Presencial; INR 280.000 - 360.000; Jornada completa

Descripción de la vacante

Quess IT Solutions in Hyderabad is seeking experienced Voice Processing Call Centre Agents to support customer and business processes through voice-based interactions. The role requires prior call centre experience, strong English communication, and the ability to engage with customers and internal stakeholders during US-shift operations.

Responsibilities include handling inbound/outbound voice calls, resolving queries, maintaining records, and adhering to quality standards while working from

Formación

• 25+ years of call centre/BPO experience (required).
• Strong verbal communication skills in English (required).
• B2-level English communication proficiency or equivalent (required).
• Good active listening and comprehension skills (required).
• Ability to handle customer interactions professionally (required).
• Willingness to work from Hafeezpet, Hyderabad office (required).
• US rotational shift environment experience (preferred).

Responsabilidades

• Handle inbound and/or outbound voice calls as per business requirements.
• Communicate professionally and effectively with customers and stakeholders.
• Understand customer queries and provide accurate information or appropriate resolutions.
• Follow defined processes, call handling guidelines, and quality standards.
• Maintain accurate records of customer interactions and update relevant systems.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Meet defined productivity, quality, customer service, and process-related targets.
• Follow company policies, compliance requirements, and standard operating procedures.
• Work effectively during US business hours and rotational weekly offs.

Conocimientos

English communication

US shift experience

Active listening

Customer interaction skills

Call centre/BPO experience 25+ years

Descripción del empleo

Job SummaryWe are looking for experienced Voice Processing Call Centre Agents to support customer/business processes through voice-based interactions. The ideal candidate should have prior call centre experience and strong English communication skills, with the ability to communicate effectively with customers and internal stakeholders in a US-shift environment.Key Responsibilities

• Handle inbound and/or outbound voice calls as per business requirements.
• Communicate professionally and effectively with customers and stakeholders.
• Understand customer queries and provide accurate information or appropriate resolutions.
• Follow defined processes, call handling guidelines, and quality standards.
• Maintain accurate records of customer interactions and update relevant systems.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Meet defined productivity, quality, customer service, and process-related targets.
• Follow company policies, compliance requirements, and standard operating procedures.
• Work effectively during US business hours and rotational weekly offs.

Required Skills & Qualifications

• 25 years of relevant Call Centre/BPO experience.
• Strong verbal communication skills in English.
• B2-level English communication proficiency or equivalent.
• Good active listening and comprehension skills.
• Ability to handle customer interactions professionally.
• Good problem-solving and interpersonal skills.
• Comfortable working in a US rotational shift environment.
• Willingness to work from the Hafeezpet, Hyderabad office.
• Ability to join at short notice/ASAP.