Inbound And Outbound Voice Process

Credicus Business Services

0 - 5 years

0 - 5 Lacs

navi mumbai maharashtra india

Posted:1 day ago| Platform: Foundit logo

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Skills Required

inbound calling outbound calls customer relationship management customer satisfaction customer-centric conflict-resolution

Work Mode

On-site

Job Type

Full Time

Job Description

Voice Process Specialist

Roles and Responsibilities

Handle
inbound calls
from customers, addressing their questions, concerns, and service requests with professionalism and efficiency.
Make
outbound calls
to follow up on customer inquiries, conduct surveys, or inform customers about new products or services.
Provide accurate and comprehensive information to customers, ensuring a high level of first-call resolution.
Document all customer interactions, including details of the inquiry and the resolution, in the customer relationship management (CRM) system.
Collaborate with other team members and departments to escalate complex issues and ensure a seamless customer experience.
Meet and exceed key performance indicators (
KPIs
) related to call volume, quality, and customer satisfaction.

Skills Required

Excellent verbal communication and active listening skills.
The ability to switch between inbound and outbound calling tasks with ease.
A strong
customer-centric mindset
with a positive and patient demeanor.
Proficiency in using computer systems and
CRM software
.
Strong problem-solving and conflict-resolution abilities.
The ability to work efficiently in a fast-paced environment.
A commitment to maintaining a high standard of quality in all interactions.

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