BPO Associate

Job Summary

The Domestic Voice Process Executive is responsible for managing inbound and/or outbound calls to assist customers with inquiries, resolve complaints, and provide product or service information. The goal is to ensure a high level of customer satisfaction while meeting internal performance metrics (KPIs).

Key Responsibilities

• Customer Interaction: Handle a high volume of inbound and/or outbound calls professionally.
• Problem Resolution: Identify customer needs, clarify information, and provide immediate solutions or escalate complex issues to the relevant department.
• Data Management: Accurately update and maintain customer records in the CRM (Customer Relationship Management) system after every call.
• Compliance: Follow standard operating procedures (SOPs), scripts, and company policies to ensure quality and consistency.
• Service Excellence: Meet or exceed performance targets, including Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.
• Follow-ups: Conduct outbound calls for service feedback, payment reminders, or to provide updates on previously raised tickets.

Skills & Requirements1. Communication

• Fluency: High proficiency in the primary local language (e.g., Hindi) and/or regional languages.
• Clarity: Clear pronunciation and a professional, polite tone of voice.
• Active Listening: Ability to listen patiently and understand the customer's issue before responding.

2. Technical Skills

• Computer Literacy: Basic knowledge of MS Office (Word/Excel) and fast typing speed (20-30 WPM).
• Tool Proficiency: Familiarity with CRM software and telephony systems (e.g., Avaya, Genesys).

3. Soft Skills

• Empathy: Ability to remain calm and empathetic, especially when dealing with irate or frustrated customers.
• Multitasking: Managing the call while simultaneously searching for information and updating the system.
• Adaptability: Comfortable working in rotational shifts, including weekends and holidays.

Education & Experience

• Minimum Qualification: 10+2 (High School) or any Graduate (preferred).
• Experience: 0–2 years (Freshers with good communication skills are often highly encouraged to apply).

Job Types: Full-time, Permanent, Fresher

Pay: ₹14,000.00 - ₹18,000.00 per month

Benefits:

• Provident Fund

Work Location: In person