International BPO (Voice Process) Job Description Template
We are seeking an International BPO representative for our voice process operations. The role involves handling calls from global customers, addressing their queries, resolving issues, and maintaining a positive customer service experience. This position requires effective communication skills and a commitment to ensuring customer satisfaction.
Responsibilities
- Handle inbound and outbound calls from international customers.
- Provide accurate and complete information by using the right methods and tools.
- Resolve customer complaints and issues in a timely manner.
- Maintain records of customer interactions and transactions.
- Follow communication procedures, guidelines, and policies.
- Meet personal/team qualitative and quantitative targets.
- Collaborate with team members to improve the overall customer experience.
Qualifications
- Previous experience in a customer service role, preferably in a BPO environment.
- Excellent verbal communication skills.
- Ability to handle pressure and work in a fast-paced environment.
- Proficiency in using CRM software and other relevant tools.
- Strong listening skills and attention to detail.
- High school diploma or equivalent; additional qualifications are a plus.
Skills
- Customer Service
- Communication Skills
- Problem-Solving
- Time Management
- CRM Software
- Multitasking
- Data Entry
- Adaptability
Frequently Asked Questions
An International BPO Voice Process executive handles customer queries and issues via telephone for clients in different countries. They are responsible for providing exceptional customer service, often needing to resolve conflicts or troubleshoot problems. Executives must be fluent in the relevant languages and understand cultural nuances to communicate effectively. Their role may also include upselling or cross-selling products and services during interactions.
To become a successful International BPO Voice Process executive, candidates should have strong communication skills in English or the language of the target country. A high level of patience and problem-solving abilities is necessary to effectively handle customer inquiries. Previous experience in customer service can be advantageous. Candidates should also be open to working in different time zones, as international communication often requires flexibility.
The average salary for an International BPO Voice Process executive varies depending on experience, location, and the specific company. Generally, entry-level executives can expect a basic salary, but there are often opportunities to earn additional income through performance incentives and bonuses. As employees gain experience and prove their capabilities, they may see significant salary growth and advancement opportunities within the BPO industry.
Qualifications for an International BPO Voice Process role typically include a high school diploma or equivalent. Strong fluency in English or another relevant language is essential. Some employers may require prior experience in customer service or call centers. Additional training or certifications in communication skills or customer relations can be beneficial and improve employability. Technical proficiency with computer systems and call center software is often expected as well.
Key skills for an International BPO Voice Process executive include proficiency in communication, active listening, and customer service. They should be adept in using call center software and executing problem-solving strategies. Responsibilities include addressing customer inquiries, resolving complaints, and ensuring customer satisfaction. Executives must also adhere to company policies and may take part in training to stay updated on product knowledge and service protocols.