Voice Process Executive(Female Only)

4 days ago

Tiruchchirappalli, India Jobbycart Technologies Full time

1. **Customer Interaction**:

- Handling customer calls professionally and responding to queries or complaints.
- Providing accurate and complete information about products or services.
- Listening actively to understand customer needs and resolve their concerns.

2. **Problem Solving and Issue Resolution**:

- Identifying issues and providing appropriate solutions to customer problems.
- Escalating complex cases to supervisors or relevant departments when necessary.
- Following up on customer inquiries when required.

3. **Sales and Up-Selling (for Outbound or Sales Processes)**:

- Promoting and selling products or services over the phone.
- Meeting sales targets through convincing and effective communication.
- Identifying cross-selling or up-selling opportunities during customer interaction.

4. **Call Documentation**:

- Recording details of customer interactions and transactions, complaints, comments, and actions taken in the system.
- Maintaining call logs and customer records for future reference.

5. **Achieving Performance Metrics**:

- Meeting or exceeding set call handling metrics like Average Handling Time (AHT), customer satisfaction score, and First Call Resolution (FCR).
- Adhering to the company’s quality standards in customer interactions.

6. **Team Collaboration**:

- Collaborating with team members, supervisors, or other departments to resolve customer issues.
- Sharing feedback and learning from team members to improve service quality.

7. **Training and Skill Development**:

- Participating in training sessions to improve product knowledge, customer service skills, and process efficiency.
- Staying updated on new products, services, and policies.

8. **Adherence to Policies and Procedures**:

- Following the company’s guidelines, protocols, and ethical standards during customer interaction.
- Maintaining confidentiality of customer information and adhering to data protection policies.

9. **Handling Difficult Situations**:

- Managing challenging customers or situations with professionalism and patience.
- De-escalating tense situations and ensuring a positive outcome.

10. **Technical Troubleshooting (in Tech Support Processes)**:

- Offering technical support and troubleshooting services to resolve customer issues related to products or services.

Skills Required:

- Strong verbal communication skills.
- Patience and empathy.
- Active listening.
- Problem-solving abilities.
- Multitasking.
- Ability to work under pressure.

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

Pay: ₹10,000.00 - ₹25,000.00 per month

**Benefits**:

- Paid sick time
- Provident Fund

Schedule:

- Day shift
- Morning shift

Supplemental Pay:

- Yearly bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- BPO: 1 year (preferred)
- International voice process: 1 year (preferred)

Work Location: In person

Application Deadline: 18/09/2024

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