Job Description: International Process Associate – Non-Voice

Company: Teleperformance (TP)
Role: International Process Associate
Location: Kolkata
Role: International Process Associate (Non-Voice)
Employment Type: Full-Time, Permanent
Salary: ₹2.00 Lacs to ₹2.75 Lacs per annum

---

About Teleperformance

Teleperformance is a multinational company founded in 1978, headquartered in France. They provide services for debt collection, telemarketing, customer relationship management, content moderation, and communication. Teleperformance operates in over 300 languages and dialects for clients across various industries globally.

---

Role Overview

Teleperformance is hiring immediate joiners for the position of International Process Associate (Non-Voice). The role involves providing customer support and assisting customers for international clients. This position offers hardcore night shifts, and candidates must be comfortable working in a rotational shift environment.

---

Key Responsibilities for International Process Associate

• Provide exceptional customer support experience via non-voice channels (chat, email, etc.) for international clients.
• Handle customer queries with professionalism and attention to detail.
• Ability to multitask and prioritize while maintaining a high level of service.
• Deliver high-quality support to ensure customer satisfaction.
• Maintain accurate and updated records of customer interactions.
• Follow all company guidelines and processes to resolve customer issues efficiently.

---

International Process Associate Requirements

• Excellent communication skills in English (written and verbal).
• Ability to work in rotational night shifts (hardcore night shifts).
• Self-motivated, proactive, and a team player with a positive attitude.
• Graduation not required for this role (freshers welcome).
• Comfortable working in a BPO environment.
• Good multitasking skills and ability to handle a high volume of work efficiently.

---

Perks & Benefits

• 2 week-offs (rotational).
• One-sided cab facility for odd-hour shifts.
• Digital work campus to ensure smooth work-from-home arrangements.
• Cafeteria facilities for employees.

---

How to Apply

For further inquiries, you can contact:

• HR: Moumita Biswas
• Phone: 6290550643

Visit the office at:
Teleperformance Global Services Private Limited
Godrej Waterside, 16th Floor, Tower 2, DP Block, Sector 5, Salt Lake, Kolkata 700091, West Bengal

---

Interview Questions and Answers for International Process Associate

For Freshers

1. Why do you want to work with Teleperformance?
   Answer: I am eager to work with Teleperformance because it’s a global leader in customer service, and I believe this position will allow me to grow in a dynamic and fast-paced environment while enhancing my communication and problem-solving skills.
2. How would you handle a challenging customer query?
   Answer: I would listen carefully to the customer’s concerns, empathize with their situation, and work towards a quick and efficient solution. If needed, I would escalate the issue to the appropriate department for further assistance.
3. How do you prioritize tasks when handling multiple queries?
   Answer: I prioritize based on urgency and importance, ensuring that I provide prompt responses while maintaining accuracy. I also keep the customer updated to ensure they know their issue is being handled.
4. What interests you about working in a night shift?
   Answer: I find that I am more productive during the night, and I am comfortable with the flexibility night shifts provide. I believe it will help me focus better and adapt to the company’s dynamic environment.
5. How would you deal with a customer complaint regarding delayed service?
   Answer: I would first apologize for the delay, explain the reason if known, and reassure the customer that their issue is a priority. I would offer a timeline for resolution and ensure that I follow through.

---

For Experienced Candidates (1 Year or Less)

1. What experience do you have in customer support or a similar role?
   Answer: I have previously worked in a customer service role where I handled inquiries via chat and email, ensuring that customer concerns were addressed quickly and efficiently while meeting performance targets.
2. How do you ensure clear communication when handling customer queries via non-voice channels?
   Answer: I ensure that my responses are clear, concise, and professional. I also use proper grammar and ensure that the customer’s issue is resolved in a step-by-step manner so they understand the solution fully.
3. What do you think is the key to providing excellent customer service?
   Answer: Active listening, empathy, and providing timely and accurate solutions are key to delivering excellent customer service. Ensuring that customers feel valued and heard is crucial in building long-term relationships.
4. How do you manage working in a fast-paced environment?
   Answer: I manage by staying organized, prioritizing tasks based on urgency, and maintaining focus under pressure. I also take breaks when needed to refresh and ensure I’m performing at my best.
5. How would you handle an irate customer?
   Answer: I would remain calm and listen to their concerns, empathize with their frustration, and assure them that I’m there to help. I would then provide a resolution or escalate the issue to a senior if necessary.