BPO SME Voice

Job Description

Job summary The BPO SME Voice role is designed for individuals with 2 to 3 years of experience in customer service management. This position requires expertise in handling customer voice interactions and delivering exceptional service. The candidate will work from the office with rotational shifts ensuring seamless communication and support to enhance customer satisfaction and loyalty. Responsibilities Manage customer interactions effectively to ensure high levels of satisfaction and loyalty. Provide expert guidance on customer service management to improve service delivery. Handle customer voice queries with professionalism and empathy to resolve issues promptly. Collaborate with team members to develop strategies for enhancing customer experience. Analyze customer feedback to identify areas for improvement in service processes. Implement best practices in customer service to achieve operational excellence. Monitor and report on customer service metrics to track performance and identify trends. Support the development of training materials to enhance team skills and knowledge. Participate in team meetings to share insights and contribute to continuous improvement. Ensure compliance with company policies and procedures in all customer interactions. Utilize customer service management tools to streamline processes and improve efficiency. Adapt to rotational shifts to provide consistent support across different time zones. Contribute to the companys mission by delivering outstanding customer service that positively impacts society. Qualifications Possess strong communication skills to effectively interact with customers and team members. Demonstrate proficiency in customer service management tools and techniques. Exhibit a customer-centric approach to problem-solving and service delivery. Show adaptability to work in rotational shifts and handle diverse customer needs. Have a keen eye for detail to ensure accuracy in customer interactions and reporting. Certifications Required Certified Customer Service Professional (CCSP)