We are Hiring -International voice process
- IntouchCX
- 1 - 3 years
- Hyderabad
- 1 month ago
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Job Description
International Voice Process - Customer Service Associate (CSA)
Company Overview-
IntouchCX, formerly known as 24-7 Intouch, is a global customer care and technology company with over 25 years of experience in delivering innovative customer experience solutions. We specialize in omnichannel customer support, AI services, trust & safety, and digital engagement solutions across industries including retail, healthcare, technology, and e-commerce.
Job Title-
Customer Service Associate (International Voice Process)
Job Location-
Hyderabad Mindspace (Work From Office)
Employment Type
Full-Time
Job Overview-
We are hiring enthusiastic and customer-focused candidates for our International Voice Process team. The role involves handling customer interactions for global customers (primarily US customers) through inbound voice support while delivering exceptional customer experience and resolving customer concerns efficiently.
Key Responsibilities-
- Handle inbound customer calls professionally and efficiently
- Resolve customer queries related to billing, subscriptions, account management, and technical support
- Provide accurate information and troubleshooting assistance
- Retain customers through effective communication and problem-solving skills
- Average Handle Time (AHT)
- Customer Satisfaction Score (CSAT)
- Quality Score
- First Call Resolution (FCR)
- Maintain quality customer interactions with empathy and professionalism
- Document customer interactions accurately in CRM tools
- Meet defined KPIs including CSAT, Quality, Productivity, and Retention Metrics
- Follow company policies and process guidelines
Skills Required-
- Excellent verbal and written communication skills in English
- Strong communication and active listening abilities
- Good customer handling and rapport-building skills
- Ability to work in a fast-paced environment
- Strong problem-solving and analytical skills
- Comfortable handling international customers
- Basic technical troubleshooting knowledge (Android/iOS preferred)
- Good typing and multitasking abilities
- Flexible to work in rotational shifts/night shifts
- Quick learner with adaptability to changing processes
Eligibility Criteria-
- Minimum qualification: Intermediate / Graduate
- Minimum 6 months of experience in Customer Service
- International Voice Process experience preferred
- Freshers with excellent communication skills can also apply
Perks & Benefits-
- Performance-based incentives
- Rewards & Recognition Programs
- PF & ESI Benefits
- Career growth opportunities
- 5 Days Working
- 2 Rotational Week Offs
Important Note-
- 100% Work From Office
- Immediate Joiners Preferred
Walk-In Details-
Location: B16, Mindspace, 5th Floor, Behind Inorbit Mall, Hyderabad
Interview Timings: 11:30 AM 3:30 PM
Documents Required: Updated Resume & Aadhar Card
Contact Details
HR Vijaya
Contact Number: 8019391***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Onboarding - Voice / BlendedEmployement Type: Walk-insContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Customer Service Voice Process Us Voice Process International Voice Process International BPO Voice Support
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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