International Voice Process Executive

Role & responsibilities

Handle inbound customer calls professionally.

• Understand customer needs and provide accurate information or solutions.

• Maintain call quality standards in terms of tone, clarity, grammar, and active listening.

• Achieve daily/weekly/monthly targets for call handling, resolution rate, and customer satisfaction.

• Record and update customer interactions in the CRM system.

• Escalate unresolved issues to the appropriate department for timely resolution.

• Stay updated on product, process, and system knowledge to provide correct information.

• Adhere to company policies, process guidelines, and compliance requirements.

Required Skills & Competencies

• Excellent verbal communication skills in English.

• Clear pronunciation and good voice modulation.

• Strong active listening and interpersonal skills.

• Ability to handle pressure and high call volumes.

• Problem-solving attitude with a customer-first approach.

• Basic computer literacy (MS Office, CRM tools, email handling).