bulk hiring

Role & responsibilities

• Handle inbound and/or outbound calls from international customers.
• Understand customer concerns and provide professional and timely solutions.
• Resolve queries related to products, services, orders, billing, accounts, or technical issues, depending on the process.
• Maintain a professional and courteous tone throughout every interaction.
• Verify customer information and follow required security and authentication procedures.
• Provide accurate information about company policies, products, services, and processes.
• Troubleshoot basic customer issues and escalate complex cases to the appropriate department.
• Record customer interactions, complaints, resolutions, and follow-ups accurately in the CRM/ticketing system.
• Follow defined SOPs, quality standards, compliance requirements, and call-handling procedures.
• Meet performance metrics such as AHT (Average Handle Time), CSAT, FCR (First Call Resolution), quality score, attendance, and productivity.
• Handle difficult or dissatisfied customers professionally using active listening and problem-solving skills.
• Follow up on unresolved issues within the committed timeframe.
• Coordinate with internal teams when customer issues require additional assistance.
• Protect customer personal and confidential information.
• Maintain good communication skills and a customer-focused approach.
• Achieve assigned individual and team targets.

Required Skills

• Excellent spoken English and communication skills
• Good listening and comprehension ability
• Neutral/clear pronunciation and confidence in speaking with international customers
• Customer handling and conflict-resolution skills
• Basic computer and typing skills
• Ability to work with CRM, email, chat, and ticketing systems
• Problem-solving and multitasking ability
• Patience and a positive attitude
• Willingness to work in rotational shifts/night shifts, if require

Non-Voice International Process Roles & Responsibilities

• Handle customer queries through email, live chat, and support tickets.

• Provide accurate and professional written responses to international customers.

• Understand customer issues and provide appropriate solutions or resolutions.

• Process customer requests related to orders, payments, refunds, accounts, products, or services.

• Investigate customer concerns using internal systems and available resources.

• Maintain accurate records of customer interactions in CRM/ticketing systems.

• Follow company SOPs, escalation procedures, and quality guidelines.

• Escalate complex or unresolved issues to the appropriate department.

• Follow up on pending customer requests and ensure timely resolution.

• Maintain proper email/chat etiquette, grammar, spelling, and professional tone.

• Meet process targets such as TAT (Turnaround Time), productivity, quality score, CSAT, and SLA.

• Handle multiple customer conversations or tickets while maintaining accuracy.

• Protect customer confidential and personal information.

• Coordinate with internal teams such as operations, billing, technical support, logistics, or sales when required.

• Identify recurring customer issues and report them to the appropriate team.

• Maintain productivity and quality while working in a target-driven international environment.

• Excellent written English communication

• Strong grammar, spelling, and sentence construction

• Good typing speed and accuracy

• Strong reading and comprehension skills

• Attention to detail

• Problem-solving ability

• Multitasking and time-management skills

• Basic knowledge of MS Office, CRM, email, and ticketing tools

• Ability to work with international customers and different time zones

• Willingness to work in rotational/night shifts, if applicable

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