Customer Support Representative (International Voice Process)

Job Description

Company: Alorica
Industry: BPM / BPO
Department: Customer Success, Service & Operations
Employment Type: Full-Time, Permanent
Role Category: Customer Success, Service & Operations

Job Overview

Alorica is currently hiring Customer Experience Agents for an International Voice Process. This role is ideal for candidates who are passionate about customer service and have experience handling international customers over voice calls. The position involves interacting with global clients, resolving customer concerns, and ensuring a high level of customer satisfaction while adhering to quality and compliance standards.

Key Responsibilities

• Handle inbound and outbound calls for international customers in a professional and courteous manner
• Respond to customer inquiries related to products, services, billing, and account details
• Resolve customer issues, complaints, and service requests efficiently while maintaining quality standards
• Provide accurate information and guidance regarding products, services, offers, and policies
• Assist customers with order placement, payment processing, refunds, returns, and exchanges
• Manage and update customer accounts and records in CRM systems
• Follow defined processes, scripts, and compliance guidelines for international clients
• Identify complex issues and escalate them to the appropriate internal teams or supervisors
• Maintain high levels of customer satisfaction through effective communication and problem resolution
• Meet individual and team performance metrics such as quality, productivity, and customer satisfaction scores

Skills & Requirements

• Excellent English communication skills (verbal) with clear pronunciation
• Ability to read, understand, and follow written instructions, policies, and work-related documents
• Strong problem-solving skills with logical thinking and decision-making abilities
• Customer-oriented mindset with patience and empathy
• Ability to multitask and work in a fast-paced, target-driven environment
• Basic computer knowledge and familiarity with CRM or ticketing systems (preferred)

Eligibility Criteria

• Education: Minimum 10+2 (Graduation not required)
• Experience: Minimum 6 months to 1 year of experience in an International Voice Process
• Willingness to work in rotational shifts, including night shifts, as per international process requirements

Why Join Alorica

• Opportunity to work with international clients and global processes
• Stable full-time role with long-term career growth
• Professional work environment with structured processes and support
• Skill enhancement in customer service, communication, and global business operations