International bpo

Conviction HR Pvt Ltd (Conviction Global) is a recruitment and talent solutions firm that partners with leading international BPO organizations.

About the Role

This is a full-time, on-site International BPO role based in Mumbai.

Key Responsibilities

• Handling inbound and outbound calls or other communication channels for international customers.
• Providing timely and accurate information.
• Resolving queries or issues in line with process guidelines.
• Managing customer accounts.
• Documenting interactions in the system.
• Coordinating with internal teams for issue resolution.
• Meeting defined performance metrics (e.g., response time, quality scores, customer satisfaction).
• Following standard operating procedures.
• Adhering to compliance and data protection guidelines.
• Contributing to process improvements.
• May involve cross-selling or upselling services.
• May involve supporting finance-related queries.
• Participating in regular training sessions to enhance skills and product knowledge.

Requirements & Tech Stack

• Strong Communication skills (clear spoken and written English for international customer interactions).
• Solid Customer Service skills (handling queries, managing complaints, maintaining professionalism under pressure).
• Sales skills (pitching services, cross-selling or upselling, working towards defined targets).
• Analytical Skills (understanding customer issues, interpreting data/account information, making decisions/escalations).
• Basic Finance awareness (handling billing, payment, or account-related queries accurately, where applicable).

Qualifications

• Minimum of a high school diploma or equivalent.
• A bachelor’s degree is an advantage.
• Prior experience in an international BPO or contact center is beneficial.
• Familiarity with CRM tools is beneficial.
• Flexibility to work in rotational shifts is beneficial.