TMB-PSPLUS - Customer Service - Inbound Voice Process Urgent
2 days ago
Key Responsibilities:
- Handle inbound calls from customers regarding products, services, orders, accounts, billing, or technical issues.
- Provide accurate, valid, and complete information by using the right tools and systems.
- Resolve customer queries or escalate issues to appropriate departments if needed.
- Maintain first call resolution (FCR) standards and meet quality & productivity KPIs.
- Document all call details accurately in the CRM/ticketing system.
- Follow call scripts, compliance protocols, and customer service procedures.
- Work in coordination with team leads and quality analysts to improve performance.
- Maintain confidentiality of customer data and adhere to data protection policies.
- Participate in team meetings, training, and continuous improvement activities.
Eligibility Criteria:
- Education: Minimum 10+2 or Graduate (any stream).
- Experience: 03 years in a voice-based customer service or BPO role (Freshers welcome).
- Language Proficiency: Fluent in [mention language(s) e.g., English, Hindi, or regional language].
- Typing Skills: Basic computer literacy and typing speed of 25+ WPM.
Skills & Competencies:
- Strong verbal communication and listening skills.
- Patience, empathy, and ability to handle customer stress.
- Positive attitude and customer-centric approach.
- Ability to multitask, prioritize, and manage time effectively.
- Willingness to work in rotational shifts/weekends/public holidays if required.
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