Voice Process

1 day ago

Mumbai Maharashtra, India Support Verse Pvt Ltd Full time

We are seeking enthusiastic and results-oriented International Voice Process Agents to join our dynamic team. In this role, you will be responsible for handling inbound and outbound calls from international customers, primarily focusing on collections and providing exceptional customer support. You will play a crucial role in ensuring timely payments, resolving customer queries, and maintaining positive customer relationships. This position requires excellent communication skills, a strong customer-centric approach, and the ability to work effectively in a fast-paced environment. Responsibilities:

- Collections:

- Conduct outbound calls to international customers with outstanding balances to negotiate payment plans and secure payments.
- Follow up on payment commitments and escalate delinquent accounts as per established procedures.
- Maintain accurate records of collection efforts and payment status.
- Achieve and exceed individual and team collection targets.
- Handle inbound calls from customers regarding billing inquiries and payment arrangements.
- Customer Support:

- Answer inbound calls from international customers, addressing their inquiries, resolving issues, and providing information about products or services.
- Troubleshoot customer problems and provide effective solutions in a timely manner.
- Document all customer interactions and resolutions accurately in the relevant systems.
- Escalate complex issues to the appropriate departments for further assistance.
- Maintain a high level of customer satisfaction through professional and courteous communication.
- General:

- Adhere to company policies, procedures, and quality standards.
- Stay updated on product knowledge, process changes, and industry best practices.
- Participate in training sessions and team meetings.
- Maintain a positive and collaborative work environment.
- Meet or exceed key performance indicators (KPIs) related to collections, customer satisfaction, and call handling. Qualifications and Skills:

- Excellent verbal communication skills in English with a neutral accent suitable for international audiences.
- Strong active listening and problem-solving abilities.
- Proven ability to negotiate and persuade (for collections).
- A customer-centric attitude with a passion for providing exceptional service.
- Ability to handle pressure and work effectively in a target-driven environment.
- Basic computer skills and familiarity with CRM or similar systems.
- High school diploma or equivalent; a bachelor's degree is a plus.
- Prior experience in a voice-based customer service or collections role for international clients is preferred.
- Willingness to work in rotational shifts, including nights and weekends, as required to support international time zones.
- Ability to multitask, prioritize, and manage time effectively.
- Strong attention to detail and accuracy. What We Offer:

- Competitive salary and performance-based incentives.
- Comprehensive training and ongoing development opportunities.
- A supportive and collaborative work environment.
- Opportunities for career growth within the organization.

**Job Types**: Full-time, Permanent

Pay: ₹18,000.00 - ₹36,000.00 per month

Schedule:

- Night shift
- US shift

Work Location: In person

**Speak with the employer**
+91 8102666611

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