Customer Service Executive- International Voice
Gratitude IncCustomer Service Executive- International Voice
Job Description
Key Skills
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Key Responsibilities
First Call Resolution: Efficiently handle customer queries and resolve issues during
the first contact wherever possible.
Deliver exceptional customer experiences that balance technical support and sales
objectives.
Communication Skills (Critical Requirement)
Exceptional verbal and written communication skills to interact professionally with
global customers across multiple channels (phone and chat).
English needs to be B2 or higher using the CEFR framework. (Excellent Comm
Skills must have, C1 is good to have).
Ability to convey technical information in a clear, concise, and customer-friendly
manner.
Strong active listening and empathy to understand customer concerns and
provide effective solutions.
Skilled in managing tone and maintaining professionalism during challenging or
escalated interactions.
Meet or exceed targets for cross-sell and upsell conversions while maintaining a
customer-first approach.
Technical Skills (Good to have):
Customer Handling & Escalation (Must Have):
Case Documentation & Tracking: Record all customer interactions accurately within
the CRM system and follow through on open cases within 24 hours.
Strong analytical and diagnostic skills: Ability to identify the problem area of the
reported issue by asking relevant, targeted questions, and accurately determining
the root cause for effective troubleshooting and resolution (Must Have).
Experience Cross-selling & Upselling
Problem Solving (Must have):
Utilize product knowledge, user guides, and reference materials to solve known
customer issues.
Tackle undocumented or complex problems using advanced troubleshooting
techniques.
Operational Excellence: Work towards achieving operational goals while adhering to
all processes and procedures.
Goal Orientation: Focused on meeting or exceeding sales targets and KPIs.
Knowledge Sharing & Reporting:
Report recurring issues, feature requests, and emerging trends to supervisors.
Participate in continuous learning by staying up to date with software and technology
products product features (free subscriptions provided).
Mandatory Requirements
Graduate candidate.
International voice experience.
Excellent English communication.
Immediate joiner.
Bangalore work location.
Role
Customer Service Executive
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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