International Customer Voice Professional

Job Description

Responsibilities: Make outbound calls to the candidate and motivate them to complete job application. Schedule/reschedule first day of work for the employees and sharing necessary information. Review application form and make sure all the details are filled appropriately. Handle inbound calls and resolve candidates queries. Respond to candidates queries over email/text. Resolve queries on a ticketing platform. Knowledge of Service now will be added advantage Provide excellent experience to the candidates. Maintaining a quality score of 90% and above throughout. Escalate issues and seek advice when faced with complex issues/problems Ensure process controls are in place; Maintain, validate and update process documentations as applicable to ensure compliance with documentation requirements Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls Participate in Team building activities Ensure and maintain the security and confidentiality of client data Ensure Customer Satisfaction Requirements: Proven work experience in an international contact centre environment (preferably USA) in making/receiving calls. Experience working and delivering under strict timeline. Should have neutral accent Excellent communication skills (verbal and written). An ability to handle sensitive and confidential information. Agile and flexible with work schedule. Experience working and navigation on multiple systems/tools. Logical and analytical thought process. Willing to work in any US shift (EST/CST/MST/PST). Willing to work in rotational shifts and rotations week off as and when requiredRole & responsibilities