0 - 5 years
3 - 4 Lacs
Posted:3 weeks ago|
Platform:
Work from Office
Full Time
ROLES & RESPONSIBILITIES:
Roles and Responsibilities in an International Voice Process BPO
* Customer Interaction: Engage with customers over phone calls, chats to provide support, answer queries, and resolve issues in a professional and courteous manner. Address customer concerns and provide relevant solutions, ensuring satisfaction.
* Issue Resolution: Identify customer problems or concerns and offer timely and effective solutions. Escalate complex issues to higher-level support teams when necessary while ensuring the customer is informed.
* Performance Metrics: Meet or exceed performance metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR). Continuously work towards improving personal and team performance through self-assessment and feedback.
* Handling Difficult Situations: Remain calm and professional when dealing with upset or irate customers, working towards de-escalating conflicts and resolving concerns. Offer empathetic solutions, ensuring a positive customer experience despite challenges.
KVC CONSULTANTS LTD
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