Hiring For International Process

About the Role

• Seeking customer-focused candidates for an international process at a client location.
• Roles involve assisting international customers through voice and non-voice channels.

Key Responsibilities

• Handle customer interactions through voice calls / chat.
• Assist customers with queries related to home appliances, product information, deliveries, billing, and basic troubleshooting.
• Assist customers with queries related to transportation services, rider/driver accounts, trips, payments, and account-related concerns.
• Provide support for account access and security-related concerns.
• Investigate customer concerns and provide appropriate resolutions.
• Document customer interactions accurately in the CRM.
• Follow defined process guidelines and escalation procedures.
• Maintain required quality, productivity, and customer satisfaction targets.
• Handle sensitive customer/account information in accordance with process requirements.
• Escalate unresolved or complex issues to the appropriate support team.

Requirements & Tech Stack

• Excellent spoken and written English communication.
• Good listening and comprehension skills.
• Strong typing and written communication skills.
• Good customer-handling and problem-solving abilities.
• Basic computer and internet knowledge.
• Comfortable handling both voice and non-voice interactions.
• Ability to work in a target-driven customer-service environment.
• Willingness to work in 24/7 rotational shifts, where applicable.

Skills Required

• Excellent English communication
• Voice + Chat handling
• Customer service
• Problem solving
• Typing skills
• Basic computer knowledge

Good to Have

• International BPO experience
• US/Canada customer support experience
• Transportation/travel process experience
• Rider/driver support experience
• CRM experience

Key Performance Metrics

• Customer Satisfaction (CSAT)
• Quality Score
• Average Handling Time (AHT)
• First Contact Resolution (FCR)
• Productivity
• Attendance & Schedule Adherence

Eligibility

• Education: Any
• Experience: Freshers
• CTC: 2 to 5 LPA

Work Details

• Work Location: Work From Office
• Working Days: 5 Days Working Week
• Off: 2 Rotational Week Offs
• Cab Facility: One-Side Cab

Documents Required

• Education Documents
• Aadhaar Card
• PAN Card
• Educational Certificates / Marks Memos if you have exp
• Previous Employment Documents if you have exp
• Offer Letter if you have exp
• Previous Organization Pay Slips if you have exp
• Relieving / Experience Letter if you have exp

Interview Process

• HR Round
• AMCAT
• Versant
• Operations Round