International Voice Process Analyst – Customer Service & BPO Careers in Mumbai
International Voice Process Analyst – Customer Service Excellence | Mumbai
Overview
We are seeking dynamic and customer-focused professionals for the role of International Voice Process Analyst based in Mumbai. This is an exciting opportunity for individuals who excel in delivering exceptional customer experiences through voice-based interactions and are committed to achieving high performance standards in a fast-paced environment.
This role is ideal for candidates with 1–10 years of experience who possess excellent communication skills, a collaborative spirit, and a passion for customer satisfaction. Prior experience in a contact center is not mandatory, making this a great opportunity for fresh graduates or professionals from other industries looking to transition into the international customer service domain.
About the Role
The International Voice Process Analyst will be responsible for managing daily customer interactions, meeting service-level agreements (SLAs), and consistently exceeding performance targets. As the frontline representative of the organization, you will play a key role in enhancing brand value and ensuring that every customer engagement leaves a lasting positive impression.
Key Responsibilities
1. Customer Interaction Management
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Handle customer calls and inquiries efficiently with zero idle time to maximize productivity.
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Maintain a professional, empathetic, and solution-oriented approach to address customer concerns effectively.
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Ensure that every interaction meets the company’s quality standards for tone, clarity, and professionalism.
2. Service-Level Compliance
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Consistently meet or exceed SLAs at both individual and team levels.
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Focus on key performance indicators (KPIs) such as RSAT (Resolution Satisfaction), AHT (Average Handling Time), and customer experience scores.
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Monitor performance metrics regularly to identify improvement areas.
3. Performance Excellence
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Strive to exceed all performance thresholds, including response time, call handling, and customer satisfaction ratings.
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Take ownership of tasks to ensure that targets are not only met but consistently surpassed.
4. Adaptability and Continuous Learning
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Stay up to date with new processes, system changes, and service updates.
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Implement feedback from supervisors and apply corrective measures to prevent recurring issues.
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Maintain flexibility to work across different shifts, with a strong emphasis on night and midnight shifts to cater to international clients.
5. Feedback Implementation
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Accept constructive feedback positively and incorporate suggestions into daily operations.
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Share learnings and best practices with the team to foster collective improvement.
6. Brand Value Promotion
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Represent the organization’s values and culture in every customer interaction.
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Maintain a positive attitude that reflects the company’s brand promise.
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Promote customer loyalty through genuine, trust-building communication.
Required Skills & Competencies
The role demands a balance of communication excellence, adaptability, and customer-oriented thinking. Key competencies include:
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Excellent Communication Skills – Ability to communicate fluently, clearly, and confidently with international customers.
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Team Player – Collaborates effectively with colleagues to achieve shared goals.
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Domain Knowledge (Preferred) – Understanding of customer service principles, processes, and best practices.
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Feedback-Oriented – Open to receiving feedback and capable of implementing changes quickly.
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Positive Attitude – Brings energy and professionalism to every task.
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Flexibility – Comfortable with rotational shifts, especially night and late-night schedules.
Qualifications
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Education: Bachelor of Commerce (B.Com) or equivalent degree.
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Experience: 1–10 years of professional experience (Contact center experience is an advantage but not mandatory).
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Location: Mumbai, India.
Why Join Us?
This position offers an opportunity to work in a global customer service environment where excellence, learning, and career growth are encouraged. You will benefit from:
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International Exposure – Work with clients across diverse regions, gaining valuable global communication skills.
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Career Development – Opportunities for advancement within the customer service domain or across other business functions.
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Performance-Driven Rewards – Recognition for meeting and exceeding key performance targets.
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Collaborative Culture – A supportive work environment that encourages teamwork and innovation.
Success in This Role
To excel in this position, you should be committed to delivering top-tier customer experiences while balancing speed and quality. The following attributes will set you apart:
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Customer-Centric Mindset – Always prioritize customer satisfaction and long-term loyalty.
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Proactive Problem-Solving – Anticipate potential issues and resolve them before they escalate.
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Adaptability – Adjust seamlessly to changing processes, systems, and customer expectations.
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Resilience – Maintain professionalism and efficiency under high-volume or challenging situations.
Industry Context
The international voice process sector is at the heart of global business operations. Organizations rely on skilled professionals to bridge communication between businesses and customers worldwide. With the increasing importance of customer experience as a key competitive advantage, roles like this are central to brand success.
By joining this domain, you will be part of an evolving industry where AI-assisted support, omnichannel engagement, and personalized service are shaping the future of customer interaction.
Application Process
Location: Mumbai, India
Job Function: Business Process Services
Role: Analyst
Job ID: 370862
Apply By: 02 October 2025
Applicants should submit their updated resumes highlighting relevant experience, language skills, and flexibility in work shifts.
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