International Voice Process Executive

1 day ago

Kolkata, West Bengal, India Integrated Personnel Services Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Location: Kolkata

Job Description

  • Responsible for handling both outbound & in-bound  calls from customers or authorized third parties regarding all process & contingency situations arising due to any issues
  • Handle customer complaints during peak time and resolve the issues & advice the best resolution available
  • Responsible for prompt and accurate response to customers needs and requests
  • Ability to compare and evaluate possible customer service solutions, and decide which to recommend to customers to best meet their needs and circumstances.
  • Input data and verify information as it pertains into related systems as and when required
  • Properly document each customer interaction in the servicing systems as defined by the process
  • Ensure successful customer support through resolution of back-office tasks whenever not on calls
  • Understanding of utilities and associated market participants
  • The results of the analysis can be used to design targeted marketing campaigns, for example:
    • Sales Fulfillment: Retaining existing customers (antonym: customer attrition) & Gaining new customers
    • Information: Providing timely and regular information to customers
  • Other examples of the applications of analyses include:
    • Evaluating and improving customer satisfaction
    • Risk assessment and management
    • Data collection and analysis are viewed as a continuing and iterative process. Ideally, business decisions are refined over time, based on feedback from earlier analyses and decisions.
  • Identify factors important to clients
  • Handle customer complaints
  • Ensure customer-based quality parameters are measured and tracked
  • Manage Vulnerable/Priority customer tasks/processes in the realm of the process
  • Ensure privacy is for the customer related information / assets

Person Specification

Knowledge/Experience: To be able to perform the following functions:

Exceptional conversation skills

  • Proficient in active listening skills
  • Strong language skills; ability to articulate clearly and to be understood
  • Demonstrated ability to adapt to diverse conversational styles

Strong ownership skills

  • Experience in managing ownership of issues and overall customer experience
  • Demonstrate the ability to negotiate and properly handle objections with customers
  • Ability to stay current on company policies, procedures
  • Demonstrate ability to set proper expectations

Strong relationship building skills

  • Ability to relate to customers and assess needs quickly
  • Ability to transition from a rapport building to account specific discussion

Quick Response Time

  • The ability to switch to voice channel and back-office work as per process demand
  • Should be able to retain knowledge as per the line working on

Competencies/Skills:

  • Strong Communication & Analytical Skills
  • Strong customer service skills
  • Strong negotiation skills and quick understanding of customer requirements
  • The ability to be polite and courteous and helpful at all times
  • The ability to interpret the customers query and requirements
  • Strong ownership skills
  • Strong relationship building skills
  • Ability to work in a target oriented environment
  • Multi Tasking

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