Job Description

Job Title

International BPO Executive -- Night Shift (US Process, Pacific Time, US-Neutral Accent)

Location

Goregaon East
Role Summary

We are hiring enthusiastic and customer-focused professionals to support our US clients during Pacific Time hours. The role requires

excellent spoken English with a US-neutral accent

, strong interpersonal skills, and the ability to handle voice and non-voice interactions efficiently. Candidates must be comfortable working night shifts, handling customer queries, and delivering high-quality service consistently.

Key Responsibilities

Handle inbound/outbound calls, chats, or emails from US customers during Pacific Time hours. Provide accurate information, resolve issues, and ensure customer satisfaction within defined SLAs. Maintain a professional, clear, and friendly communication style with a

US-neutral accent

. Document all customer interactions accurately in CRM/ticketing tools. Escalate unresolved or complex queries to higher support teams as needed. Achieve KPIs such as call quality, average handling time, first call resolution, and CSAT. Participate in regular training to stay updated on process knowledge, tools, and soft skills. Adhere to company policies, security protocols, and data protection standards.

Required Skills & Experience

Minimum 1-3 years of experience in an international BPO / call center (US process preferred). Excellent English communication skills --

clear, neutral US accent

is mandatory. Strong listening skills, empathy, and ability to handle difficult conversations. Basic computer literacy (MS Office, CRM systems, ticketing tools). Willingness to work

night shifts aligned to US Pacific timing

(rotational/fixed as per process). High adaptability, ability to work under pressure, and a customer-first mindset.

Preferred / Nice-to-Have

Experience in voice processes (customer service, tech support, collections, or sales) for US clients.
Job Type: Full-time

Pay: ₹10,910.87 - ₹35,074.74 per month

Language:

English (Required)
Work Location: In person