Customer Service Voice Process

4 weeks ago


Gurugram, India Nexus Hire Full time
OverviewThe CustomerService Voice Process position is crucial to our organization as itdirectly interacts with customers addressing their needs andconcerns through voice communication. Successful candidates willplay a key role in maintaining customer satisfaction andloyalty.KeyResponsibilities
  • Answering incomingcustomer calls and providingassistance
  • Resolving customer inquiries andcomplaints over the phone
  • Managing and updatingcustomer information in the database
  • Upsellingproducts or services when applicable
  • Followingcommunication scripts when handling differenttopics
  • Identifying and escalating priorityissues to the appropriate department
  • Meeting orexceeding customer service qualitygoals
  • Handling customer questions or concernsregarding the product or service
  • Acting as thefirst point of contact forcustomers
  • Collaborating with team members toimprove customer support experience
  • Remainingprofessional and courteous with customers at alltimes
  • Participating in training and coachingsessions
  • Resolving customer complaints usingeffective problemsolving skills
  • Providingfeedback to the team and implementing processimprovements
  • Managing time effectively toensure productivity and customersatisfaction
RequiredQualifications
  • High school diploma orequivalent
  • Prior experience in a customerservice role
  • Excellent verbal and writtencommunication skills
  • Ability to work in afastpaced and dynamic environment
  • Stronglistening and negotiation skills
  • Ability tohandle stressful situations withcomposure
  • Proficiency in using customer servicesoftware and CRMs
  • Understanding of customersatisfaction principles and practices
  • Abilityto multitask and prioritize taskseffectively
  • Empathetic and patient attitudetowards customers
  • Problemsolving skills toaddress customer concerns
  • Flexibility to workin shifts including evenings andweekends
  • Ability to collaborate and workeffectively within a team
  • Adaptability tochanges in processes and procedures
  • Desire tocontinuously improve and develop customer serviceskills

communication,multitasking,empathy,customersatisfaction



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