International Semi-voice process
4 weeks ago
Key Responsibilities:
- Respond to customer queries through email, chat, and limited voice support.
- Ensure timely and professional responses to all customer interactions.
- Maintain accurate documentation of customer queries and resolutions in CRM tools.
- Analyze customer problems and provide appropriate solutions or escalate complex cases.
- Meet daily/weekly productivity and quality targets (AHT, FCR, CSAT, etc.).
- Follow standard operating procedures (SOPs) and maintain service-level agreements (SLAs).
- Handle multi-tasking across platforms while maintaining high attention to detail.
Required Skills & Qualifications:
- Education: Any graduate (non-technical or technical background acceptable).
- Experience: 02 years in international BPO / semi-voice / customer support. Freshers with strong written English skills are welcome.
- Communication Skills:
- Written: Excellent grammar, spelling, and email etiquette.
- Spoken: Good English with a neutral accent (for limited voice interactions).
- Typing Speed: Minimum 3035 WPM with high accuracy.
- Basic knowledge of customer service tools (e.g., Zendesk, Freshdesk, Salesforce, or similar CRMs).
Soft Skills:
- Good analytical and logical thinking.
- Ability to stay calm under pressure and resolve issues patiently.
- Multitasking and time management skills.
- Team player with a customer-first attitude.
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