Location: Hyderabad

Experience: Relevant International Voice Process Experience
Salary: Up to ₹9 LPA
Notice Period: Immediate Joiners Only (0 Days)
Grade: BPO Z/1/2/3
Work Mode: As per business requirements

Job Description

We are looking for customer-focused Customer Service Representatives (CSR) with excellent communication and problem-solving skills to support international customers through voice and chat channels. The ideal candidate should have prior international voice process experience and the ability to deliver exceptional customer experiences while resolving queries efficiently.

Key Responsibilities

• Handle inbound and outbound customer interactions for international customers through voice and chat.

• Resolve customer queries effectively, ensuring First Call Resolution (FCR) wherever possible.

• Deliver excellent customer service while maintaining professionalism and empathy.

• Understand customer concerns through active listening and provide appropriate solutions.

• Identify customer issues by asking relevant questions and determining the root cause.

• Maintain accurate customer interaction records and update case details in CRM systems.

• Follow up on unresolved cases within the defined timelines.

• Meet operational KPIs, quality standards, customer satisfaction targets, and sales objectives.

• Handle escalations professionally and ensure customer satisfaction.

• Follow company policies, procedures, and operational guidelines.

Mandatory Requirements

• Graduation is compulsory.

• Candidates with international voice process experience are required.

• Excellent verbal and written communication skills.

• English proficiency of B2 or above is mandatory; C1 is preferred.

• Strong customer service, active listening, and problem-solving skills.

• Ability to communicate effectively with global customers.

• Immediate joiners only (0 days' notice period).

Language Requirements

• Global English: B2 minimum; C1 or above preferred.

• EMEA language candidates: C1 or above in the primary language and B2 or above in English.

Preferred Skills

• International customer service experience.

• CRM documentation and case management.

• Customer escalation handling.

• Sales-oriented customer engagement.

• Experience handling voice and chat interactions.

Important Eligibility Criteria:

• Current or former TCS/Tata employees are not eligible.

• Graduation is mandatory; undergraduates are not eligible for this requirement.