BPO Callers (International Process)

Position Overview

We are seeking a dedicated and professional Customer Support Executive to manage our Voice Process, specifically supporting our clients and customers in the U.K. market. The ideal candidate will be the first point of contact for a high volume of inquiries, responsible for delivering exceptional, solutions-focused service and ensuring a positive brand experience during the U.K. shift hours.

Key Responsibilities

• Customer Interaction: Handle a high volume of inbound and outbound customer calls with professionalism and courtesy, addressing inquiries, and providing effective solutions.
• Problem Resolution: Listen actively to customer concerns, diagnose the root cause of the problem, and provide accurate, timely, and effective solutions, striving for high first-call resolution (FCR).
• Documentation: Accurately document all customer interactions, feedback, and resolutions in the CRM system to ensure data integrity and track service history.
• Product Knowledge: Maintain a deep and up-to-date knowledge of our products, services, and policies to effectively assist customers.
• Performance: Consistently strive to meet and exceed key performance indicators (KPIs) such as customer satisfaction (CSAT), call resolution time, and quality scores.
• Collaboration: Work closely with internal teams (Operations, Technical Support) to escalate and resolve complex or systemic customer issues.

Required Skills & Qualifications

• Experience: 1-3 years of experience in a customer support or call center role, preferably within a voice-based process.
• Communication: Exceptional verbal communication skills with a neutral accent and professional telephone etiquette suitable for the U.K. audience.
• Problem Solving: Strong analytical and problem-solving abilities, coupled with a calm, empathetic demeanor under pressure.
• Technical Proficiency: Proficiency in using CRM software and MS Office applications.
• Work Environment: Ability to work effectively in a fast-paced environment and demonstrate flexibility to work U.K. shift hours.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person