International Voice Process Executive

Candidates typically face a three‑stage process: an online aptitude test assessing quantitative, logical, and verbal ability; a technical/functional interview focusing on communication skills, scenario‑based problem solving, and basic computer knowledge; and an HR interview that evaluates cultural fit, shift availability, and salary expectations. The difficulty is moderate, and preparation on aptitude and mock call scenarios greatly improves performance.

Firstsource promotes a collaborative and learning‑centric culture where employees are encouraged to upskill through regular training and mentorship. The company offers clear growth pathways, performance‑linked incentives, and a balanced approach to work‑life integration, especially for shift‑based roles.

Any Graduate/Undergraduate as per company policy; Freshers and experienced candidates welcome; Excellent verbal communication in English; Strong listening and problem‑solving abilities; Basic computer knowledge and typing skills; Willingness to work rotational shifts including night shifts; Candidates from B.E, B.Tech, B.Sc, or Post‑Graduation streams are not eligible as freshers; No specific percentage or backlog restrictions mentioned; Must bring original identification documents for verification; Candidates who attended an interview within the last 30 days are not eligible for the walk‑in.

Round 1: Online Aptitude Test → Round 2: Technical/Functional Interview (focus on communication, scenario handling, and basic computer skills) → Round 3: HR Interview (culture fit, availability for shifts, salary expectations)

Firstsource Solutions Limited, a flagship company of the RP‑Sanjiv Goenka Group, is a global leader in Business Process Management (BPM) and Business Process Outsourcing (BPO). With a presence in more than 20 countries, Firstsource delivers end‑to‑end customer lifecycle services across sectors such as Healthcare, Banking & Financial Services, Communications, Media & Technology, and Retail. The firm prides itself on leveraging technology, analytics, and domain expertise to help clients improve operational efficiency and customer experience. Over the years, Firstsource has built a strong reputation for employee development, offering structured learning programs, mentorship, and clear career ladders. The role of International Voice Process Executive is designed for fresh graduates and early‑career professionals who are eager to start a career in customer support for global clients. As a voice executive, you will be the first point of contact for customers across different time zones, handling both inbound and outbound calls. You will be expected to resolve queries, provide accurate information, and maintain high service quality while adhering to performance metrics. The position operates on a rotational shift basis, including night shifts, to meet the needs of international customers. Key Responsibilities: 1. Answer inbound customer calls and initiate outbound calls in a courteous and professional manner. 2. Identify customer issues, troubleshoot problems, and provide timely resolutions. 3. Accurately document all interactions in the CRM system. 4. Meet or exceed individual and team KPIs such as average handling time, first‑call resolution, and customer satisfaction scores. 5. Escalate complex or unresolved issues to the appropriate higher‑level team. 6. Follow quality assurance guidelines and maintain compliance with data‑privacy regulations. 7. Participate in regular training sessions and knowledge‑base updates. 8. Contribute to process improvement initiatives by sharing feedback and best practices. 9. Adhere to shift schedules, including night and weekend rotations. 10. Uphold the company’s code of conduct and ethical standards. Tech Stack & Tools: The role primarily uses CRM platforms (e.g., Salesforce, Zoho), call‑center software (e.g., Genesys, Avaya), and basic office productivity tools such as MS Office and Google Workspace. Basic computer literacy and typing proficiency are essential. Growth Path: Starting as a Voice Process Executive, high performers can progress to Senior Executive, Team Lead, Operations Manager, and eventually to specialized roles in Quality Assurance, Training, or Client Management. Firstsource’s internal mobility program encourages lateral moves across domains, enabling employees to acquire new skills and broaden their career horizons. Why Join Firstsource? The company offers a structured onboarding program, continuous learning opportunities, and a performance‑driven culture that rewards excellence. Employees benefit from a supportive work environment, competitive salary (1‑3 LPA for freshers), and exposure to international clientele, which enhances communication and problem‑solving capabilities. Moreover, Firstsource’s emphasis on work‑life balance, employee wellness initiatives, and transparent promotion criteria make it an attractive destination for ambitious freshers.