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Voice Process Executive

2 weeks ago

Tiruchi, Tamil Nadu, India Jobbycart Technologies Full time ₹ 3,60,000 - ₹ 5,40,000 per year

Customer Interaction

  • Respond to customer queries, complaints, and requests via phone, email, chat, or in person.
  • Provide accurate information about products, services, or policies.
  • Maintain a professional and empathetic tone in all customer interactions.

Problem Solving and Issue Resolution

  • Identify and assess customers' needs to achieve first-contact resolution.
  • Troubleshoot issues and provide appropriate solutions or alternatives.
  • Escalate unresolved or complex issues to the appropriate department or supervisor.

Documentation and Reporting

  • Record customer interactions, issues, and resolutions accurately in the CRM system.
  • Generate reports on recurring issues or feedback to help improve service quality.
  • Maintain customer records and update account information as needed.

Customer Relationship Management

  • Build and maintain strong relationships with customers to enhance loyalty and satisfaction.
  • Follow up with customers to ensure their concerns are addressed.
  • Encourage customer feedback to improve service quality and efficiency.

Time and Task Management

  • Handle multiple customer inquiries efficiently while maintaining quality.
  • Meet performance targets such as response time, resolution rate, and customer satisfaction scores.
  • Prioritize urgent queries or service requests appropriately.

Knowledge and Training

  • Stay updated on company products, services, and policy changes.
  • Attend regular training sessions and participate in team meetings.
  • Share customer insights with other departments to enhance product/service offerings.

Optional but Valuable Skills

  • CRM software knowledge (e.g., Salesforce, Zendesk, Freshdesk).
  • Multilingual communication for companies serving diverse customer bases.
  • Basic technical troubleshooting or product knowledge.
  • Strong written and verbal communication skills.

Job Types: Full-time, Permanent

Pay: ₹20, ₹45,000.00 per month

Benefits:

  • Paid sick time

Schedule:

  • Day shift

Supplemental Pay:

  • Performance bonus
  • Yearly bonus

Experience:

  • Voice process: 4 years (Preferred)
  • Customer support: 4 years (Preferred)

Work Location: In person