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BPO Chat/ Voice Process

0 - 2 years

0 - 5 Lacs

lucknow uttar pradesh india

Posted:6 hours ago| Platform: Foundit logo

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Skills Required

outbound calls inbound calling resolve customer problems customer interactions customer satisfaction communication skills crm software critical-thinking

Work Mode

On-site

Job Type

Full Time

Job Description

BPO Chat/Voice Process Associate

Roles and Responsibilities

  • Handle inbound and outbound calls, as well as live chat sessions, to address customer questions, concerns, and issues.
  • Provide accurate and comprehensive information about products, services, and policies.
  • Troubleshoot and resolve customer problems efficiently, escalating complex issues to the appropriate team when necessary.
  • Maintain a professional and empathetic demeanor while communicating with customers across all channels.
  • Document all customer interactions and transactions meticulously in the CRM system.
  • Meet and exceed performance metrics related to call handling time, chat response time, and customer satisfaction.
  • Follow all established communication protocols and company guidelines.
  • Collaborate with team members and supervisors to continuously improve service delivery.

Skills Required

  • Strong verbal communication skills with a clear, professional tone for voice interactions.
  • Excellent written communication skills, including proper grammar and spelling, for chat support.
  • Ability to multitask effectively, managing chat conversations while also handling voice calls.
  • Exceptional problem-solving and critical-thinking skills.
  • A customer-centric mindset with a patient and positive attitude.
  • Proficiency in using CRM software and other communication platforms.
  • Adaptability to a fast-paced environment and flexible work schedules.

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