Handle Inbound/Outbound Calls: Efficiently manage a high volume of customer interactions via phone, addressing inquiries and providing information according to company standards. Customer Service Excellence: Deliver exceptional service by actively listening, empathizing with customers, and providing accurate and timely solutions to ensure high customer satisfaction. Problem Resolution: Diagnose and troubleshoot customer concerns, escalating complex issues to the appropriate department when necessary and following up to ensure complete resolution. Information Management: Accurately record customer details, interactions, and transaction information in the CRM system and other relevant databases. Product/Service Knowledge: Maintain in-depth knowledge of the company's products, services, policies, and procedures to provide comprehensive support to international clients. Adherence to KPIs: Meet or exceed individual and team performance targets, including average handling time, quality scores, and customer satisfaction ratings. Communication Skills: Communicate clearly and professionally in English (or other required international languages) with a neutral accent, adapting communication style to diverse international callers. Compliance: Adhere to all company guidelines, data privacy regulations (e.g., GDPR, HIPAA if applicable), and client-specific protocols. Team Collaboration: Work effectively with team members and other departments to ensure a seamless customer experience and contribute to a positive work environment. Continuous Learning: Participate in ongoing training sessions and stay updated on product changes, system enhancements, and best practices in international customer service.

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International BPO Executive