Customer Care Executive - International Voice Process (Remote, Night Shift)

Job highlights

• 100% remote role - work from anywhere in India
• Night shift; must be willing to work in ANY time zone as per client requirements
• Excellent spoken English with a neutral, clear accent is essential
• Proven international calling experience is mandatory - domestic-only callers will not be shortlisted
• Sound understanding of international calling practices, compliance and etiquette
• Inbound and outbound voice across US, UK, Canada and Australia processes
• A strong work-from-home setup is mandatory
• Immediate joiners preferred
• Shortlisted applicants are contacted by our recruitment team within 4 working days

Job description

Customer Care Executives with proven international voice process experience to handle inbound and outbound calls for our overseas clients. Excellent English communication is essential. Fully remote, night shift, and flexible to work in any time zone as per client requirements.

What you'll do

• Handle inbound and outbound calls for international customers professionally, courteously and within the quality standards set for the process.
• Understand each customer's query fully, resolve it at first contact wherever possible, and set clear expectations where it cannot be.
• Follow the approved call flow, script and rebuttals while still sounding natural and human on the call.
• Log every interaction accurately in the CRM or ticketing system - disposition, notes, follow-up and next action.
• Escalate complex or sensitive cases to the right team with complete context, and follow them through to closure.
• Handle irate and dissatisfied customers calmly, de-escalate the situation and protect the client's reputation.
• Meet and maintain individual targets - AHT, CSAT, quality scores, first-call resolution, adherence and productivity.
• Follow international calling compliance at all times - DNC lists, consent and recording disclosures, calling-window restrictions and data protection rules for the customer's region.
• Manage calls across different international time zones and schedule callbacks in the customer's local time.
• Support email, chat and WhatsApp responses alongside voice where the process requires it.
• Attend briefings, quality feedback sessions, refresher training and process updates as scheduled.
• Share recurring customer issues and process gaps with the team lead so they can be fixed at source.
• Maintain strict confidentiality of customer data and follow the client's information security requirements.

What we're looking for

• 1-4 years of experience in an INTERNATIONAL voice process - US, UK, Canada or Australia. This is mandatory; domestic-only calling experience will not be considered.
• Excellent English communication skills - fluent, clear, neutral accent, strong grammar and the ability to think on your feet during a live call.
• Sound understanding of international calling practices - time zone handling and calling windows, DNC and consent rules, call recording disclosures, dialer behaviour and quality/compliance expectations.
• Strong active listening, empathy and problem-solving skills, with the patience to handle difficult customers.
• Willing to work NIGHT SHIFTS, and willing to work in ANY time zone as per client requirements, including rotational shifts and weekend coverage.
• Comfortable working with CRM and ticketing systems (Zendesk, Freshdesk, Salesforce, HubSpot or similar) and with cloud dialers or softphones (RingCentral, Five9, Genesys, Avaya, Dialpad or similar).
• Good typing speed and the ability to document accurately while speaking on a call.
• MANDATORY work-from-home setup: reliable high-speed wired internet with backup, a working laptop or desktop, power backup, a good quality noise-cancelling headset and a quiet, private, distraction-free room.
• Any Graduate; strong undergraduates with proven international voice experience may apply.
• Ready to join immediately or at short notice.

Nice to have

• Experience in a specific domain - healthcare, insurance, e-commerce, travel, telecom, banking, SaaS or technical support.
• Blended process experience covering voice plus email and chat.
• Outbound sales, collections, appointment setting or lead qualification experience.
• Experience handling escalations or acting as a subject matter expert on a process.
• Exposure to quality monitoring, call auditing or new-hire buddying.
• Additional language skills.
• Prior experience working from home on an international process.

What we offer

• Fully remote role - no commute, work from anywhere in India
• Exposure to international clients and global service standards
• Structured product and process training before you go live
• Night shift allowance as per policy
• Performance-linked incentives on quality and productivity
• Growth path into senior agent, SME, quality analyst and team lead roles
• Compensation discussed based on experience, process exposure and communication assessment

About AB7 Solutions

AB7 Solutions is a technology and business services partner delivering BPO/KPO, cybersecurity, digital & development, AI & automation, recruitment and remote staffing under one accountable team. We place pre-vetted remote professionals with 140+ clients worldwide.