Walk-in | Customer Operations International Voice Process - Analyst

eClerx; Navi Mumbai; On-site; INR 250,000 - 350,000; Full time

Benefits offered by this job

Incentives

Training & growth

Performance rewards

Job summary

eClerx in Navi Mumbai is seeking a Customer Care Executive for US Voice Process. You will handle inbound and outbound calls, resolve queries, and identify upsell opportunities to drive growth. You will interact with customers by phone, provide product information, and maintain CRM records.

The role requires strong English communication, ability to work night shifts, and a customer-centric approach. Training and incentives based on performance are provided.

Qualifications

• Bachelor's degree or higher preferred.
• Excellent English communication and neutral accent.
• Experience in customer service, voice support, or sales support preferred.

Responsibilities

• Handle inbound and outbound calls professionally.
• Provide product/service information and upsell where appropriate.
• Document interactions and sales details in the CRM system.

Skills

Verbal English

Customer service experience

Negotiation

Active listening

CRM basics

Multitasking

Education

Bachelor's degree

Tools

CRM software

Job description

Job Description Customer Care Executive (US Voice Process)

Job Summary

As a Customer Care Executive for the US Voice Process, you will be responsible for handling inbound and outbound customer calls, providing exceptional customer support, resolving customer queries, and identifying opportunities to promote and upsell products or services. You will interact with customers over the phone, understand their requirements, address their concerns, and ensure a seamless customer experience while contributing to customer satisfaction and business growth.

Key Responsibilities

• Handle inbound and outbound customer calls in a professional, courteous, and customer-focused manner.
• Understand customer requirements and provide accurate information regarding products, services, pricing, and ongoing promotions.
• Identify sales opportunities and effectively upsell or cross-sell relevant products and services during customer interactions.
• Address customer concerns, objections, and complaints with empathy, patience, and professionalism.
• Provide timely and effective resolutions while ensuring high customer satisfaction.
• Maintain excellent call handling standards, including proper call etiquette, active listening, and clear communication.
• Accurately document customer interactions, inquiries, complaints, and sales details in the CRM system.
• Meet or exceed individual and team performance targets, quality standards, and productivity metrics.
• Maintain high call quality standards, including pronunciation, fluency, accuracy, and average handling time (AHT).
• Stay updated on company products, services, policies, and industry trends.
• Follow compliance guidelines and maintain customer data confidentiality during all interactions.

Required Skills & Qualifications

• Excellent verbal communication skills in English with strong fluency and a neutral or easily understandable accent.
• Previous experience in Customer Service, Voice Support, Call Center, BPO, Telecalling, or Sales Support is preferred.
• Strong persuasion, negotiation, and customer engagement skills.
• Ability to handle customer objections and difficult conversations professionally.
• Strong active listening and problem-solving abilities.
• Basic computer proficiency and familiarity with CRM tools.
• Good communication, confidence, and interpersonal skills.
• Ability to multitask effectively while speaking with customers and updating CRM records.
• Willingness to work in rotational shifts, including night shifts, weekends, and holidays as required.

Education

• Bachelor's degree in any discipline preferred.
• Undergraduate candidates with relevant experience and excellent communication skills may also be considered.

Why Join Us?

• Attractive incentives and performance-based rewards.
• Growth opportunities within customer service and support functions.
• Dynamic and collaborative work environment.
• Comprehensive training and skill development programs.
• Opportunity to develop expertise in customer engagement, voice-based support, and sales.

Preferred Candidate Profile

• Customer-centric mindset with strong verbal communication skills.
• Ability to handle difficult customer situations professionally and confidently.
• Comfortable working in a fast-paced call center environment.
• Good listening skills and the ability to understand different customer requirements.
• Strong attention to detail and commitment to delivering excellent customer experiences.
• Comfortable handling US-based customers and working night shifts.