Process Executive

About the Role

Position: Process Executive

Client: Leading IT MNC

Process: Inbound Customer Service

Job Type: Full-Time

Work Location: Kolkata & Indore

Work Mode: Work from Office (Initial requirement; remote work may be evaluated later)

Working Days: 5 Days a Week

Compensation & Benefits

• Annual CTC: Freshers: 2.6 LPA
• Annual CTC: Experienced Candidates (up to 11 months): 2.9 LPA
• Shift Allowances: Night Shift Allowance provided
• Transportation: Cab/Transport facility available for night shifts

Key Responsibilities

• Handle inbound calls from international customers politely and professionally.
• Process customer orders over the phone.
• Answer questions and resolve issues related to orders and deliveries.
• Accurately log customer details and call interaction notes into the system.
• Maintain key performance metrics: Productivity, Call Quality, Customer Satisfaction (CSAT), and Service-Level Targets.

Requirements & Tech Stack

• Work Mode: Work from Office
• Shift Flexibility: Comfortable working in permanent rotational night shifts within the shift window of 9:30 PM to 11:30 AM.

Qualifications

• Education: Non-Technical Graduation Streams (e.g., BA, B.Com, B.Sc, BBA).
• Eligible Batches: 2024, 2025, and 2026 graduates.
• Marks/CGPA Criteria: None.
• Backlogs/Arrears: Strictly No active backlogs.
• Experience: 0 to 11 months only (Freshers welcome).
• Age Limit: Minimum 18 years old (No upper age limit).
• Language Proficiency: Strong English communication skills.

Required Skills & Attributes

• Excellent spoken English communication.
• Customer-centric attitude and active listening skills.
• Ability to multi-task and handle call volumes effectively.
• Ability to remain calm, patient, and professional under pressure.
• Willingness to learn new tools, processes, and systems.

Selection, Training & Onboarding Process

• Initial Screening / Preliminary Rounds: 2 Rounds of Communication Interviews.
• Training Program:
• Duration: Minimum 1 Month (25 to 30 days) of specialized International Voice Process training.
• Location: Conducted at Arich.
• Assessments: Periodic evaluations conducted during training.
• Final Selection & Evaluation:
• Voice & Accent (V&A) Assessment: Human-based round focusing on communication skills and customer-centric knowledge.
• Final Round: 1 interview round with the Client Operations team.
• Offer & Onboarding:
• Candidate submits required documentation (Education credentials, Previous Employment details if applicable, ID & Address Proof).
• Background Verification (BGV) process initiated.
• Offer letter issued upon document verification.
• Joining timeline: Within 1 week to 10 days post-selection.
• Service Agreement/Bond: None.
• Standard probation period applies.