Process Associate - International Voice Process

Job Overview

Hutah AI Technologies invites applications for the position of Process Associate to join our International Voice Process team. This role involves managing inbound and outbound calls for US-based customers during fixed night shifts (10:00 PM to 6:00 AM IST), delivering exceptional support while ensuring compliance with service agreements.

Key Responsibilities

• Efficiently handle inbound and outbound calls from US customers maintaining professionalism.
• Conduct voice verification and authenticate customers as required.
• Possess a fundamental understanding of US Travel Insurance is advantageous.
• Exhibit excellent communication aptitude with a neutral US accent strictly avoiding mother tongue influence and fillers.
• Accurately identify customer needs, troubleshoot issues, and deliver precise, timely solutions.
• Maintain comprehensive records of all customer interactions via the CRM platform.
• Achieve or surpass daily targets including Service Level, Average Handling Time, Customer Satisfaction, and Quality Assurance metrics.
• Follow standard procedures, company policies, and pre-defined communication scripts.
• Escalate complex matters proactively to relevant teams and provide constructive feedback for process improvement.

Candidate Requirements

• Any graduate, undergraduate, or diploma holder educational qualification.
• Prior experience in an international voice or customer service role preferred; freshers with superior communication skills are encouraged to apply.
• Exceptional verbal and written command of English with a neutral accent, no grammatical mistakes, and zero mother tongue influence.
• Strong listening abilities to understand and engage US customers effectively.
• Capacity to think quickly, handle difficult customers calmly, and resolve conflicts professionally.
• Basic computer skills and familiarity navigating multiple software applications concurrently.
• Able to thrive in a fast-paced, goal-oriented environment.

Working Conditions

• Fixed night shift schedule from 10 PM to 6 AM IST.
• Weekly off on Saturdays and Sundays.

Benefits and Incentives

• Competitive monthly salary between INR 20,000 and INR 25,000 plus performance-based incentives.
• Comprehensive health and medical insurance coverage.
• Potential for career advancement and internal role transfers within Hutah AI Technologies.