Voice Process Executive

ग्रेजुएट आणि त्याहून अधिक

All genders

09:45 AM - 06:15 PM | 6 days working

Job Benefits: PF

The Customer Support Representative (Voice Process) is responsible for providing exceptional customer service through inbound and outbound phone interactions. This role requires excellent communication skills, problem-solving abilities, and a customer-centric attitude. The representative will address customer inquiries, resolve issues, and ensure customer satisfaction.

Responsibilities:

Handle Inbound and Outbound Calls: Answer incoming customer calls and make outbound calls to address inquiries, resolve issues, and provide information.
Provide Excellent Customer Service: Ensure a positive and professional interaction with all customers, demonstrating empathy and understanding.
Resolve Customer Issues: Identify and resolve customer problems effectively and efficiently, escalating complex issues as needed.
Provide Product/Service Information: Offer accurate and comprehensive information about products and services, including features, benefits, and usage.
Process Orders and Transactions: Accurately process customer orders, returns, and other transactions.
Document Customer Interactions: Maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, in the CRM system.
Meet Performance Metrics: Achieve and maintain established performance metrics, such as call handling time, customer satisfaction scores, and first-call resolution rates.
Follow Company Policies and Procedures: Adhere to company policies and procedures regarding customer service, data security, and compliance.
Stay Updated on Product/Service Changes: Continuously learn and stay updated on new products, services, and company policies.
Handle Customer Complaints: Professionally manage and resolve customer complaints, striving to turn negative experiences into positive ones.
Participate in Training: Attend training sessions to enhance product knowledge, customer service skills, and technical proficiency.
Work as a Team Player: Collaborate with team members and other departments to ensure seamless customer service.
Qualifications:

Education: High school diploma or equivalent (Bachelor's degree preferred).
Experience: Previous customer service experience, preferably in a voice process environment, is highly desirable.
Communication Skills: Excellent verbal and written communication skills in the required language(s).
Listening Skills: Active listening skills with the ability to understand and address customer needs.
Problem-Solving Skills: Strong problem-solving and analytical skills with the ability to find effective solutions.
Computer Skills: Proficiency in using computers and navigating CRM systems.
Customer Service Skills: A strong customer-centric attitude with a passion for providing exceptional service.
Patience and Empathy: Ability to remain calm and patient in challenging situations and demonstrate empathy towards customers.
Time Management Skills: Ability to manage time effectively and prioritize tasks.
Adaptability: Ability to adapt to changing priorities and handle multiple tasks simultaneously.
Language proficiency: clear and neutral accent.
Availability: Flexible to work in shifts, including weekends and holidays, as required.
Key Performance Indicators (KPIs):

Average Handling Time (AHT)
First Call Resolution (FCR)
Customer Satisfaction (CSAT) scores
Call Quality
Adherence to Schedule
Tools and Technologies:

CRM software (e.g., Salesforce, Zendesk)
Headsets and telephony systems
Knowledge base systems