International Voice process

3 weeks ago

bangalore, India SPG Consulting Full time
Overview: TheInternational Voice Process role plays a crucial part in ourorganization and is responsible for handling customer queries andproviding excellent customer service to our internationalclientele. Working in this role requires a high level ofcommunication skills and the ability to multitask effectivelyensuring customer satisfaction and promoting a positive brandimage.KeyResponsibilities:
  • Answering incomingcalls from international customers.
  • Resolvingcustomer queries and issues in a timely and professionalmanner.
  • Providing information about productsservices and company policies.
  • Adhering to callscripts and maintaining a polite and professional manner at alltimes.
  • Escalating complex issues to therelevant department for resolution.
  • Providingfeedback on the efficiency of the customer serviceprocess.
  • Meeting performance targets related tocustomer satisfaction productivity andquality.
  • Communicating with customers via emailor chat as necessary.
  • Handling customercomplaints and ensuring swiftresolution.
  • Documenting all customerinteractions and transactionsaccurately.
  • Adhering to company policies andprocedures at all times.
  • Participating intraining and development programs asrequired.
  • Adapting to changes in procedurespolicies and regulations.
  • Ensuring compliancewith data protection regulations and confidentialitypolicies.
RequiredQualifications:
  • 12thpass
  • Proven experience in a customer servicerole preferably in an international voiceprocess.
  • Excellent communication skills inEnglish (additional fluency in other languages may bepreferred).
  • Ability to handle stressfulsituations and remain professional underpressure.
  • Strong problemsolving anddecisionmaking abilities.
  • Good knowledge ofcustomer relationship management (CRM)software.
  • Ability to multitask and prioritizetasks effectively.
  • Understanding of culturaldifferences and the ability to adapt communication styleaccordingly.
  • Willingness to work flexible hoursincluding weekends and public holidays.
  • Highlevel of patience and empathy when dealing withcustomers.
  • Previous experience in a call centeror similar environment.
  • Strong computerproficiency including MS Office and internet researchskills.
  • Ability to work effectively in a teamenvironment.
  • Strong attention to detail andaccuracy in data entry.
  • Ability to maintaincomposure in challengingsituations.

patience,problem-solving,dataentry,customer service,communication skills,multitasking,culturaladaptability,decision-making,ms office,callcenter,teamwork,language proficiency,communication,crmsoftware,empathy

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