Inbound Voice Process Coordinator

3 weeks ago


Bengaluru, Karnataka, India Merritt Innovative Solutions India Pvt. Ltd. Full time

Job Title: Inbound Voice Process Coordinator

Key Responsibilities:
  • Handle inbound customer calls related to logistics inquiries, such as shipment tracking, delivery status, and service availability.
  • Provide information on products and services, shipping rates, and timelines.
  • Resolve customer complaints by understanding the issue, providing accurate solutions, and ensuring timely resolution.
  • Coordinate with internal departments (warehouse, dispatch, etc.) to ensure smooth shipment operations.
  • Maintain and update customer records in the database after each interaction.
  • Follow up on customer queries and ensure satisfaction.
  • Adhere to company policies, processes, and performance metrics related to customer service.
  • Escalate issues to the appropriate departments when necessary.
  • Meet or exceed daily/weekly performance targets, including call handling times and customer satisfaction scores.
Required Skills:
  • Communication: Excellent verbal communication skills in English, with clear pronunciation and a customer-friendly attitude.
  • Problem-Solving: Ability to think on your feet and provide quick, effective solutions to customer issues.
  • Attention to Detail: Accurately document customer information and inquiries in the system.
  • Technical Proficiency: Basic knowledge of computer systems and the ability to navigate through various software applications.
  • Customer Service Focus: Strong commitment to providing high-quality customer service.
Qualifications:
  • Minimum qualification: High School/Diploma or equivalent.
  • Prior experience in customer service, particularly in a voice process, is an advantage.
  • Freshers with good communication skills are welcome.


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