Bpo Voice Process

3 months ago

Mumbai Maharashtra, India HR POWER PAK Full time

**Job Title**: BPO Voice Process Representative

**Reports to**: Team Leader / Operations Manager

Experience: 2-3 years

Location: Andheri

Note: It is a night shift job

**Job Summary**:
The BPO Voice Process Representative is responsible for handling customer inquiries, complaints, and service requests via phone calls. The role involves resolving customer issues efficiently, providing relevant information about products or services, and ensuring high levels of customer satisfaction. The representative may also be responsible for making outbound calls for sales, lead generation, or follow-up purposes. This role requires effective communication, patience, and problem-solving skills to deliver exceptional customer service.

**Key Responsibilities**:1. Handling Inbound Calls**:

- Answer customer queries regarding products, services, and billing, and resolve issues in a professional manner.
- Provide accurate and relevant information to customers about their inquiries.
- Address customer complaints, investigate issues, and offer appropriate solutions or escalate complex matters as needed.

**2. Outbound Calls (if applicable)**:

- Make outbound calls to existing or potential customers for sales, lead generation, follow-ups, or feedback collection.
- Promote products or services and offer upgrades based on customer needs.
- Follow up on unresolved inquiries to ensure customer satisfaction.

**3. Problem Solving & Issue Resolution**:

- Use active listening skills to understand customer concerns and resolve their issues effectively.
- Provide step-by-step troubleshooting assistance for technical or service-related problems.
- Coordinate with other departments, such as billing, technical support, or sales, to resolve customer concerns when necessary.

**4. Documentation & Reporting**:

- Log all customer interactions, including the nature of the inquiry, steps taken, and the final resolution, into the CRM system.
- Maintain accurate records of call outcomes and follow-up actions.
- Prepare daily or weekly reports on call volume, customer feedback, and common issues for team leaders or supervisors.

**5. Achieving Performance Metrics**:

- Meet or exceed daily, weekly, and monthly targets, including metrics like call handling time, resolution time, customer satisfaction (CSAT), and first-call resolution (FCR).
- Follow established scripts and guidelines while ensuring flexibility to adapt to different customer scenarios.
- Maintain a high level of professionalism and adhere to company policies and procedures.

**6. Upselling & Cross-Selling (if applicable)**:

- Identify opportunities to upsell or cross-sell additional products or services based on customer needs.
- Educate customers about promotions, special offers, and new products or services.

**7. Adherence to Quality & Compliance Standards**:

- Ensure all communications comply with company policies, procedures, and industry regulations.
- Adhere to data protection policies and maintain the confidentiality of customer information.
- Follow quality control guidelines to ensure consistent, high-quality service delivery.

**8. Continuous Learning & Development**:

- Participate in regular training sessions to improve product knowledge, communication skills, and problem-solving abilities.
- Stay updated on company offerings, procedures, and industry trends to enhance customer interactions.

**Skills & Qualifications**:

- **Education**: High school diploma or equivalent. A degree in any discipline is an advantage.
- **Experience**: 0-2 years of experience in a call center, customer service, or a related field. Freshers are welcome, provided they possess excellent communication skills.
- **Communication Skills**: Fluent in English (or other required languages) with a clear speaking voice and the ability to convey information effectively.
- **Listening Skills**: Ability to actively listen and empathize with customers while identifying and addressing their concerns.
- **Problem-Solving Skills**: Quick thinking and problem-solving abilities to offer solutions and handle unexpected situations.
- **Technical Skills**: Basic computer knowledge and familiarity with CRM software, MS Office, and phone systems.
- **Customer-Centric**: Passion for customer service and a strong desire to ensure customer satisfaction.
- **Patience & Empathy**: Ability to handle challenging situations calmly and with empathy, especially with difficult or irate customers.

**Preferred Qualifications**:

- Experience in handling international voice processes (if the BPO caters to international clients).
- Familiarity with sales processes, particularly in outbound call centers.
- Knowledge of specific industry-related products or services (e.g., telecom, healthcare, finance).

Pay: ₹20,000.00 - ₹35,000.00 per month

**Experience**:

- International voice process: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 8452950795

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