International Voice Process Executive

About the Role

Foundever is seeking customer-focused professionals for its International Voice Process team. This role involves managing customer calls, understanding concerns, providing accurate information, and resolving issues professionally and efficiently.

Key Responsibilities

• Handle customer interactions over voice calls with professionalism, confidence, and courtesy.
• Understand customer queries, concerns, and service-related requests through active listening.
• Provide clear, accurate, and relevant resolutions in line with process guidelines.
• Troubleshoot basic service, account, billing, or technical concerns where applicable.
• Deliver a positive customer experience in every interaction.
• Document call details and update customer records accurately in relevant systems.
• Escalate complex cases to the appropriate team as required.
• Meet quality, productivity, compliance, and customer satisfaction targets.
• Follow company policies, data privacy requirements, and communication standards.

Requirements & Tech Stack

• Excellent verbal and written communication skills in English.
• Comfortable handling international customer calls in a voice-based environment.
• Strong listening, problem-solving, and customer-handling skills.
• Ability to communicate clearly, patiently, and professionally.
• Basic computer knowledge and the ability to navigate multiple applications during calls.
• Ability to work effectively in a fast-paced environment.
• Willingness to work in complete night shifts as per business requirements.

Qualifications

• Education: 10+2 / Higher Secondary pass or equivalent.

Preferred Skills

• International voice process experience
• Customer service and customer experience focus
• Active listening and empathy
• Call handling and query resolution
• CRM or ticketing tool knowledge
• Multitasking and time management