Process Executive

Position Overview

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Position: Process Executive – International Voice Process

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Client: Leading IT MNC

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Process: Inbound Customer Service

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Job Type: Full-Time

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Work Location: Kolkata & Indore

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Work Mode: Work from Office (Initial requirement; remote work may be evaluated later) -

Working Days: 5 Days a Week

Compensation & Benefits

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Annual CTC:

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Freshers: 2.6 LPA

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Experienced Candidates (up to 11 months): 2.9 LPA

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Shift Allowances: Night Shift Allowance provided -

Transportation: Cab/Transport facility available for night shifts

Key Responsibilities

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Handle inbound calls from international customers politely and professionally. -

Process customer orders over the phone. -

Answer questions and resolve issues related to orders and deliveries. -

Accurately log customer details and call interaction notes into the system. -

Maintain key performance metrics: Productivity, Call Quality, Customer Satisfaction (CSAT), and Service-Level Targets.

Required Skills & Attributes

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Excellent spoken English communication. -

Customer-centric attitude and active listening skills. -

Ability to multi-task and handle call volumes effectively. -

Ability to remain calm, patient, and professional under pressure. -

Willingness to learn new tools, processes, and systems.

Selection, Training & Onboarding Process

Initial Screening / Preliminary Rounds:

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2 Rounds of Communication Interviews.

Training Program:

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Duration: Minimum 1 Month (25 to 30 days) of specialized International Voice Process training conducted at Arich. -

Assessments: Periodic evaluations conducted during training.

Final Selection & Evaluation:

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Voice & Accent (V&A) Assessment: Human-based round focusing on communication skills and customer-centric knowledge. -

Final Round: 1 interview round with the Client Operations team.

Offer & Onboarding:

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Candidate submits required documentation (Education credentials, Previous Employment details if applicable, ID & Address Proof). -

Background Verification (BGV) process initiated. -

Offer letter issued upon document verification. -

Joining timeline: Within 1 week to 10 days post-selection. -

Service Agreement/Bond: None. -

Standard probation period applies.