Customer Executive Semi-Voice

5 days ago

Bengaluru, Karnataka, India Adeptuz Management Solutions Full time

Job Role:

  • As a Semi-Voice Customer Care Executive or Senior Customer Care Executive, you will interact with customers primarily via phone, for either inbound or outbound process, through email/chat and phone
  • Your role will involve providing outstanding customer support by resolving queries, providing product/service information, and ensuring a positive customer experience
  • Senior Customer Care Executives will additionally handle complex customer issues, mentor juniors, and assist in process improvement initiatives

Key Responsibilities:

01) Customer Interaction: Assist customers via chat/email and also calls professionally, responding to customer inquiries promptly and accurately.

02) Issue Resolution: Understand and resolve customer issues, by providing accurate and correct information, ensuring queries are resolved timely and efficiently while maintaining high customer satisfaction.

03) Product/Process Knowledge: Maintain thorough knowledge of company products, services, and policies to provide accurate information and solutions.

04) Upsell services or products to customers whenever possible.

05) Communication Skills: Communicate clearly and empathetically with customers in English, Hindi, and/or regional languages such as Kannada, Tamil, Telugu, Marathi, Bengali, Gujarati, Malayalam, etc.

06) Documentation: Accurately record customer interactions, complaints, and feedback in the CRM system as per organizational standards.

07) Adherence to SOPs: Follow standard operating procedures and guidelines to ensure compliance and quality service delivery.

08) KPI Achievement: Meet or exceed defined performance metrics such as Customer Satisfaction (CSAT), Average Handling Time (AHT), First Call Resolution (FCR), and adherence to schedule.

09) Escalate unresolved issues to the appropriate internal teams whenever required.

10) Maintain a high level of professionalism in all communications with customer.

11) Maintain accurate records of customer interactions and solutions provided in the CRM system.

12) Mentorship (Senior Role): Mentor and train junior executives to improve team performance and facilitate knowledge sharing.

13) Continuous Improvement: Participate actively in team meetings, feedback sessions, and quality audits to contribute to ongoing process enhancements.

14) Shift: Job is fixed day shift with 6 days working.

Required Key Skills / Desired Experience:

01) Educational Qualification: 12th / Undergraduate / Graduates are eligible to apply for the role.

02) Work Experience: Minimum 6 months to 6 Years in a Voice or semi-voice process (inbound or outbound) in BPO.

03) Prior experience in an outbound sales process would be highly desirable.

04) Notice Period: Candidates who can join immediately or in 10 or 15 days would be considered favorably.

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