Bpo Callers

6 days ago

Mohali Punjab, India Zouma Full time

**Position Overview**

**Key Responsibilities**
- **Customer Interaction**: Handle a high volume of **inbound and outbound customer calls** with professionalism and courtesy, addressing inquiries, and providing effective solutions.
- **Problem Resolution**: Listen actively to customer concerns, diagnose the root cause of the problem, and provide accurate, timely, and effective solutions, striving for high **first-call resolution (FCR)**.
- **Documentation**: Accurately document all customer interactions, feedback, and resolutions in the **CRM system** to ensure data integrity and track service history.
- **Product Knowledge**: Maintain a deep and up-to-date knowledge of our products, services, and policies to effectively assist customers.
- **Performance**: Consistently strive to meet and exceed key performance indicators (KPIs) such as customer satisfaction (**CSAT**), call resolution time, and quality scores.
- **Collaboration**: Work closely with internal teams (Operations, Technical Support) to escalate and resolve complex or systemic customer issues.

**Required Skills & Qualifications**
- **Experience**:1-3 years of experience** in a customer support or call center role, preferably within a voice-based process.
- **Communication**:Exceptional verbal communication skills** with a neutral accent and professional telephone etiquette suitable for the U.K. audience.
- **Problem Solving**: Strong analytical and problem-solving abilities, coupled with a calm, empathetic demeanor under pressure.
- **Work Environment**: Ability to work effectively in a fast-paced environment and demonstrate flexibility to work **U.K. shift hours**.

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

Pay: ₹20,000.00 - ₹35,000.00 per month

**Benefits**:

- Health insurance
- Paid sick time
- Provident Fund

Work Location: In person

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