We are recruiting customer-centric and articulate professionals for International Voice and Chat operations based out of Gurgaon. Candidates will interact with global customers, providing first-contact resolution, managing escalations, and maintaining international quality metrics.
## Key Responsibilities
- Handle real-time incoming international customer interactions via Voice or Chat channels.
- Address customer queries, resolve complex complaints, and troubleshoot service issues in line with defined SOPs.
- Maintain high CSAT scores, compliance benchmarks, and Average Handling Time (AHT) operational targets.
- Document interaction details accurately in CRM platforms during and after every interaction.
- Coordinate with Tier-2 support and operations supervisors for complex resolutions.
## Candidate Eligibility & Skillsets
- **Education:** Undergraduate / Graduate in any discipline (B.Tech candidates eligible per process parameters).
- **Experience:** Freshers eligible for Voice. Minimum 6+ months of International BPO experience preferred for Experienced Voice/Chat.
- **Communication:** Exceptional verbal and written English skills (Versant 58–60+ equivalent).
- **Technical:** Typing speed of 25–30 WPM with 85–90% accuracy for chat processes.
- **Flexibility:** Must be comfortable working in a 24x7 operational environment with 5-day working and rotational off-days.
- **Background Verification:** Valid EPFO history and employment documentation required.
## Compensation & Benefits
- **Freshers Voice:** CTC ₹3.40–₹3.41 LPA | In-Hand ₹20,000–₹21,000/month + Up to ₹3,500/month Incentives.
- **Experienced Chat:** CTC ₹4.00–₹4.28 LPA | In-Hand ₹26,500–₹28,000/month + Up to ₹4,000/month Incentives.
- **Experienced Voice:** CTC ₹4.18–₹4.40 LPA | In-Hand ₹27,000–₹29,000/month + Up to ₹6,000/month Performance Bonus.
- Both-way cab facility for rotational night shifts (as per process norms).
Pay: ₹330,000.00 - ₹480,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
