Role Overview

Kochi's position within Kerala's growing IT services, healthcare, and education sector has drawn a range of employers actively seeking qualified International Voice Process Executive talent.

You will communicate with US / UK or other overseas clients in English, follow call scripts and process guidelines, update CRM systems after every call and meet targets related to productivity, quality scores and customer satisfaction.

Key Responsibilities

Escalate unresolved issues to senior executives or support teams and track them until closure.
Achieve daily and monthly targets for number of calls handled, average handling time, first call resolution and quality scores.
Work in US / UK night shifts or rotational shifts and maintain punctuality and adherence to schedule.
Stay updated on process changes, new offers and FAQs by attending briefings, training and refresher sessions.
Handle incoming and outgoing calls to international customers and respond to their queries, complaints and service requests.
Provide accurate information on products, services, billing, orders, technical issues or account status as per process.
Follow standard call flow, soft skills, compliance and data security guidelines during every customer interaction.
Record call details, actions taken and follow‑up requirements in CRM or ticketing tools immediately after each call.

Candidate Profile

Any degree / diploma; freshers and candidates with 0–3 years experience in international or domestic voice process can apply.
Excellent spoken English with good accent, listening skills and ability to understand international customers.
Basic computer knowledge, typing skills and familiarity with email, chat and CRM tools.
Good customer handling skills, patience, problem‑solving attitude and willingness to work in night shifts.
Immediate joiners or short notice period candidates preferred for international BPO process in Kochi.

Incentives and Growth

Attractive incentives based on performance, quality scores, sales conversions or customer satisfaction ratings.
Growth path to Senior Process Executive, Quality Analyst, Team Leader or Trainer roles in BPO / call center.