International Voice Process As · Gurugram

NTT DATA is hiring candidates for an International Outbound Telecom Process to engage with global enterprise and consumer clients.

Key Responsibilities:

• Make outbound calls to international customers regarding telecom products, services, and order status updates.
• Handle customer inquiries, service requests, and account verifications efficiently.
• Explain telecom packages, feature upgrades, and technical terms clearly to clients.
• Maintain high first-call resolution and adhere to quality assurance metrics and standard operating procedures.
• Accurately log all interaction notes, resolutions, and escalations into the CRM system.
• Coordinate with backend technical support teams to resolve complex customer issues promptly.
• Follow established communication scripts and company compliance guidelines during all voice calls.
• Identify customer pain points and provide tailored solutions to improve customer satisfaction.
• Manage call queues and achieve daily outbound interaction targets.
• Participate in regular process training, coaching sessions, and process improvement workshops.
• Follow up with international stakeholders on pending cases and unresolved tickets.
• Demonstrate active listening and professional telephone etiquette across all interactions.