International Voice Process Executive -(Hyderabad)

We are looking for customer-focused and communication-oriented professionals to join the International Voice Customer Support Process at our client place. The role involves handling inbound customer calls and assisting customers with queries related to home appliances, product information, deliveries, billing and basic troubleshooting.

Key Responsibilities

• Handle inbound customer calls professionally and efficiently.
• Assist customers with queries related to home appliances and products.
• Provide product information, usage guidance and basic troubleshooting.
• Handle customer queries related to orders, deliveries and invoices/billing.
• Understand customer concerns and provide appropriate resolutions.
• Create and update customer/service requests in the CRM system.
• Escalate complex technical issues to the appropriate support team.
• Maintain accurate call documentation and follow process guidelines.
• Meet defined quality, productivity, AHT and customer satisfaction targets.
• Follow Electrolux and Concentrix policies, procedures and customer-service standards.
• Maintain professional communication throughout the customer interaction.

Candidate Profile

• Excellent English communication skills.
• Comfortable handling customers over the phone.
• Good listening and problem-solving skills.
• Basic computer and internet knowledge.
• Ability to understand and explain product-related information.
• Customer-service orientation with a positive attitude.
• Ability to work in a target-driven environment.
• Willingness to work in rotational shifts, if applicable.

Skills Required

• International Voice Process
• Customer Service
• Inbound Calling
• Voice Support
• Technical Troubleshooting
• Customer Query Resolution
• CRM
• Email/Computer Knowledge
• English Communication
• Problem Solving

Key Performance Indicators

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

Mandatory:

• Good English comprehension
• Basic computer knowledge
• Good typing speed
• Attention to detail
• Cricket knowledge
• Willingness to work rotational shifts

Eligibility

• Education: Graduate
• Experience: Freshers And Experience
• CTC: 3.7LPALPA
• (Based on previous CTC and applicable hike, up to 30%. Max 5LPA)
• 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
• Candidates should have the following documents available:
• Education Documents

• Aadhaar Card
• PAN Card
• Educational Certificates / Marks Memos

Previous Employment Documents

• Offer Letter
• Previous Organization Pay Slips
• Relieving / Experience Letter

Interview Process

• 1. HR Round
• 2. AMCAT
• 3. Versant
• 4. Operations Round

Contact person: HR Harini @ 8143570741