Voice Process

3 days ago

Thane, India ICONIC BUSINESS SOLUTION LLP Full time

**Key Responsibilities**:

- **Handle inbound/outbound calls** from customers related to product/service queries, complaints, or technical support.
- **Resolve customer issues** efficiently by providing accurate information and appropriate solutions.
- **Follow up on customer queries** to ensure timely resolution and customer satisfaction.
- **Maintain quality standards** in call handling, meeting the company’s service-level agreements (SLAs) and performance metrics.
- **Document and update customer interactions** and feedback in the company’s CRM system.
- **Adhere to scripts and processes** while providing a personalized approach to customer service.
- **Escalate complex issues** to higher management or specialized departments when necessary.
- **Meet daily/weekly targets** for call handling, customer satisfaction, and other key performance indicators (KPIs).
- **Contribute to team performance**, attend training sessions, and participate in quality improvement initiatives.

**Skills & Qualifications**:

- **1 year of experience** in a voice process (inbound/outbound) in a BPO environment.
- **Strong communication skills** in [specify language, e.g., English, regional languages, etc.].
- **Customer-centric approach** with a focus on resolving issues and ensuring satisfaction.
- **Basic knowledge of CRM systems** and call center technologies.
- Ability to work in **fast-paced environments** and handle pressure.
- **Good listening skills** with an empathetic approach toward customer concerns.
- **Willingness to work in shifts** (day/night) as required.

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person

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