Job Description

Voice Process Associate (US Process Night Shift)
Location
Ahmedabad, Gujarat (Onsite)
Shift
US Shift / Night Shift
(Approx. 6:00 PM 3:00 AM or 8:30 PM 5:30 AM IST, based on business requirements)
Employment Type
Full-Time
Job Overview
We are seeking a Voice Process Associate to handle inbound and outbound customer calls for US-based clients. The role involves delivering high-quality customer service, resolving queries, documenting interactions, and coordinating with internal teams to ensure timely and accurate support.
Key Responsibilities

• Handle inbound and outbound voice calls for US customers professionally
• Resolve customer inquiries related to services, orders, billing, or support issues
• Provide accurate information and ensure first-call resolution wherever possible
• Maintain proper call documentation and update CRM systems regularly
• Follow call scripts, quality guidelines, and compliance standards
• Escalate complex issues to the appropriate internal teams
• Meet defined call quality, productivity, and customer satisfaction metrics
• Coordinate with back-office teams for follow-ups and case closures

Required Skills & Qualifications

• Excellent spoken English communication skills
• Strong listening, problem-solving, and customer-handling abilities
• Basic computer proficiency (MS Office, CRM tools preferred)
• Willingness to work in US Night Shifts
• Ability to work from office location in Ahmedabad

Experience

• 0 3 years of experience in voice process / customer service / BPO
• Freshers with strong communication skills are welcome to apply

Preferred Skills

• Prior experience in US voice process
• Familiarity with call center metrics and quality standards
• Ability to handle customer objections and difficult conversations

Education

• Graduate or Undergraduate (any discipline)

Perks & Benefits

• Night shift allowance
• Performance-based incentives
• Paid training
• Career growth opportunities
• Supportive work environment

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Skills Required