Job Description

key responsibilities of an International Voice Customer Experience (CX) Support Executive:

1. Customer Interaction & Support

• Handle inbound and outbound calls from international customers.
• Provide accurate information about products, services, or company policies.
• Troubleshoot customer issues and provide first-call resolution wherever possible.
• Document and log customer interactions in CRM tools.

2. Problem Solving & Escalation

• Identify customer needs, complaints, and concerns effectively.
• Provide appropriate solutions or escalate complex issues to higher support teams.
• Follow up with customers to ensure their issues are resolved.

3. Communication & Soft Skills

• Maintain clear, professional, and empathetic communication at all times.
• Adapt communication style according to customer culture and background.
• Practice active listening to understand customer queries correctly.

4. Process Adherence & Quality

• Adhere to company scripts, compliance, and call quality standards.
• Meet performance metrics like Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
• Ensure compliance with data security and privacy regulations (e.g., GDPR, HIPAA if applicable).

5. Sales & Retention (if applicable)

• Upsell or cross-sell products/services where relevant.
• Retain customers by addressing concerns effectively and providing value-driven solutions.

6. Teamwork & Continuous Improvement

• Collaborate with team members and share feedback for process improvement.
• Participate in training sessions to enhance product knowledge and communication skills.
• Keep up-to-date with company policies, new products, and global customer expectations.

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