We are Hiring - Voice Process Professionals - International Customer Support - Pune

We are Hiring - Voice Process Professionals - International Customer Support - PuneLocation : Pune, India Mode:100% Work from Office (WFO) Work Type : Full-time | Night Shifts | Rotational Week Offs Experience : 1 - 4 Years Qualification : Any Full-Time Graduate (15 years of formal education)Mandatory RequirementsMust have experience into Customer support international voice process Must be able to work in night shifts Must be able to work from office (5 Days) Must be able to handle customers (US) inflow.Candidates who meet the above criteria and accepting the above points will only be considered for further level of interview, others will be directly rejected due to not meeting the mandatory criteria.Key ResponsibilitiesCustomer ServiceManage all customer interactions through chat with clarity, patience, and professionalism. Identify customer emotions, demonstrate empathy, and apply de-escalation techniques while maintaining service standards. Provide accurate information about products, features, and usage.Technical Support & TroubleshootingGuide customers through step-by-step troubleshooting Identify when issues need escalation to field service, replacements, or specialized teams. Log accurate technical notes and resolutions.Order, Warranty, Returns & Refund ManagementAssist with new orders, delivery scheduling, and order status checks. Explain return policies, trial periods, and warranty coverage. Process returns / refunds according to defined workflows and verify customer eligibility. Coordinate with other service teams when required.Process Adherence & QualityMeet KPI targets such as handle time, no. of chats answered, CSAT, FCR, Quality scores, SA and other defined KPIs. Follow security, compliance, and data privacy guidelines for US customers. Maintain detailed and error-free documentation in CRM tools.Mandatory Skills & Qualifications1. Customer Service ExpertiseMinimum1–2 years of international customer serviceexperience (customer facing chats). Ability to manage difficult or emotional customers.2. Communication SkillsExcellent English communication Clear pronunciation Structured articulation Strong written grammar for chat Ability to simplify explanations for non-technical customers.3. Technical AptitudeAbility to understand device components and follow troubleshooting scripts. Comfortable guiding customers through app / device connectivity steps.4. Problem Solving & Decision-MakingLogical reasoning to isolate root causes. Ability to handle multiple systems and follow defined workflows without errors.5. Process DisciplineAbility to adhere to US shift schedules and weekend/holiday rotations.Preferred SkillsCustomer-Facing or Industry ExperienceinUS retail customer support Consumer electronics / smart devices (product support) Mattresses, furniture, or durable goods support (retail technical support) Technical support roles (L1) Ability to multitask between chat and system navigationTechnical Familiarity / Tech SavyUnderstanding of Wi-Fi / app connectivity basics. Experience with IoT or Bluetooth-enabled products.Process DisciplineStrong documentation accuracy. Familiarity with ticketing or CRM systems.Competencies requiredCustomer empathy & emotional intelligence Troubleshooting capability US culture neutrality Accuracy and attention to detail Stress tolerance Listening skills and probing abilityInterested or Know Someone Who Fits the Requirement?If this role excites you and aligns with your experience, we’d love to hear from you! Please share yourupdated resumealong with the following details to:thulasi02@Candidate Information (Required for Screening)Full Name : Email ID & Mobile Number : Graduation Details(Degree): Date of Birth : Post-Graduation Details(if applicable) : Total Experience : Relevant Experience (Customer Service / Solution Design) : Current / Previous Company Name : Current CTC (₹) : Expected CTC (₹) : Notice Period : Current Location :Apply Now and Take the Next Step in Your Career!We’re excited to connect with passionate professionals who are ready to make an impact. Tag them in a reply mail or reach out directly to apply! Let's build the future of customer service together.Warm Regards, Talent Acquisition Team Infosys BPM Ltd. Human Resources | INFY HR Bangalore | Pune | Global Locations Transforming Talent | Empowering Careers

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