Customer Service Executive - International Voice Process

About the role

Gratitude India is looking for a Customer Service Executive for its International Voice Process in Hyderabad. The role handles inbound and outbound international customer calls, resolves queries at first contact and meets operational targets. It is a permanent position with immediate joining (zero days notice) and a salary of up to 9 LPA.

Key responsibilities

• Handle inbound and outbound international customer calls professionally and efficiently.
• Resolve customer queries and concerns at first contact wherever possible.
• Deliver an excellent customer experience while balancing customer satisfaction and sales objectives.
• Ask relevant questions, listen actively and give accurate information on products, services, policies and procedures.
• Analyze the root cause of issues and document interactions, resolutions and follow-ups in the CRM system.
• Follow up on pending cases within 24 hours and meet performance metrics such as customer satisfaction, first-call resolution, quality, productivity and sales targets.
• Adhere to policies, compliance requirements and SOPs, using knowledge bases and reference materials to solve issues.

Required profile

• Graduation from a recognized university or equivalent; current or former TCS/Tata employees are not eligible.
• Prior international voice customer service experience is mandatory.
• Immediate availability with a zero-day notice period.
• Strong communication and customer-handling skills.
• Preferred: customer-oriented, with effective problem-solving and a commitment to excellent service.

Required skills

• Excellent verbal and written communication and active listening.
• Ability to handle challenging conversations professionally.
• Basic computer proficiency and familiarity with CRM or customer management tools.
• Ability to work toward operational targets, quality standards and KPIs.

Education and language: graduation is compulsory; English at B2 level or higher is required (C1 preferred), and EMEA-market candidates need C1 in their primary language and B2 English depending on the account.