Kannada Voice Process

1 week ago

Bengaluru Karnataka, India Glory Power Solutions Pvt Ltd Full time

**We are hiring **

**Role**: Kannada Voice Process

**Language**:Kannada

**Location**: Koramangala, Bangalore.

**Experience**:

- Fresher - 1 year

**Salary**:

- 18 to 19k

**Process**:

- Handling Inbound calls

**Shift** - Day shift and Rotational Weekoff

**Responsibilities**:
**Handling Incoming Calls**:

- Answer a high volume of incoming calls promptly and professionally, ensuring a courteous and welcoming tone.
- Real-Time Issue Resolution: Listen actively to understand the customer’s concerns, identify the root cause of their issue, and provide immediate solutions or guidance.

**Effective Communication**:
Communicate clearly and empathetically, ensuring that customers feel heard and understood. Avoid jargon and use simple language to explain solutions.
- **Accurate Information Delivery**:
Provide customers with accurate, up-to-date information on products, services, policies, or processes. Quickly retrieve necessary details using CRM or other support tools.

**Problem Escalation**:

- Recognize when an issue requires escalation and promptly transfer the call to a senior team member or a specialized department while keeping the customer informed.
- Efficient Call Logging: Document each call’s details, including the nature of the inquiry, actions taken, and any follow-up needed, in the CRM system for seamless tracking and future reference.

**Follow-Up and Callbacks**:

- If the issue requires additional time or follow-up, inform the customer and provide a realistic timeframe. Schedule callbacks as necessary to ensure complete resolution.
- **Adhering to Call Scripts and Protocols**:
Use predefined call scripts where required, especially for compliance, while maintaining a natural and conversational flow.

**Maintaining Call Quality Standards**:

- Adhere to company standards for call handling, such as average handling time (AHT), first-call resolution (FCR), and customer satisfaction (CSAT) scores.

**Customer Education**:

- Proactively educate customers on self-service options or additional features that may help them in the future, reducing repeat calls for common inquiries.

**Multitasking and Queue Management**:

- Manage the call queue effectively, ensuring mínimal wait times for customers and staying focused on calls even during peak times.

**Upselling or Cross-Selling (if applicable)**:

- Identify opportunities for upselling or cross-selling products or services that may benefit the customer, if it aligns with the company's policy for inbound support.

Pay: ₹15,000.00 - ₹18,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus

**Language**:

- Kannada (required)

Work Location: In person

**Speak with the employer**
+91 7358756477

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