Customer Experience Associate - International Voice Process

Customer Experience Associate - International Voice Process

We are looking for dynamic and target-driven professionals to join our BPO voice process team. The role involves handling high-volume outbound/inbound calls, qualifying leads, and ensuring seamless handover to the sales team while maintaining defined SLAs, quality standards, and productivity metrics.

Key Responsibilities
• Manage high-volume outbound and inbound calls in line with daily productivity targets
• Follow standardized call scripts and processes to ensure consistent customer engagement
• Qualify leads based on defined parameters such as eligibility, interest level, and intent
• Handle customer objections professionally and provide accurate, process-aligned information
• Ensure effective call dispositioning and maintain accurate updates in CRM/dialer systems
• Meet and exceed KPIs including call volume, conversion rate, lead quality, and transfers
• Adhere to process SLAs, compliance guidelines, and quality benchmarks
• Collaborate with internal teams for smooth lead handover and customer experience continuity

Requirements
• Strong verbal communication and active listening skills
• Ability to handle objections and influence customer decisions
• Basic understanding of BPO operations, tele sales, or customer support processes
• Highly target-oriented with a performance-driven mindset
• Familiarity with CRM tools, dialers, and call handling systems
• Graduate preferred
• 0–2 years of experience in BPO/voice process / telesales (Freshers welcome)
• Fluency in English (additional regional/international languages are a plus)

Working Details
• Shift: Night Shift (US Process)
• Work Mode: On-site
• Location: Kochi (Infopark)

What We Offer
• Exposure to a fast-paced BPO and customer engagement environment
• Structured training and onboarding programs (ideal for freshers)
• Clear career progression into sales and senior process roles
• Performance-based incentives and rewards
• Cab facility for night shifts