International Voice Process Associate

We are looking for a dynamic and customer-focused Voice Process Associate to join our support team. The role involves handling inbound calls with customers, addressing their queries, resolving complaints, and providing excellent customer service. The ideal candidate will have strong communication skills, be able to handle high-pressure situations, and ensure a positive experience for every customer.

Key Responsibilities:

• Manage inbound customer calls in a professional and courteous manner.
  
• Respond to customer inquiries, providing accurate and detailed information about products/services.
  
• Identify customer needs, clarify information, and offer appropriate solutions.
  
• Resolve customer issues and complaints effectively and efficiently.
  
• Escalate complex or unresolved issues to the appropriate department or supervisor.
  
• Maintain thorough and accurate records of customer interactions in the CRM system.
  
• Meet or exceed performance metrics, including average call handling time, first call resolution, and customer satisfaction scores.
  
• Adhere to call center scripts, processes, and company guidelines to ensure quality service.
  
• Stay updated on product knowledge and service changes to assist customers effectively.

Qualifications:

• Excellent verbal and written communication skills in English.
  
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other relevant software.
  
• Strong problem-solving skills and the ability to multitask in a fast-paced environment.
  
• Ability to work independently and collaboratively within a team.

Eligibility Criteria:

• 12th Pass / Graduate

• Freshers and experienced candidates are welcome

• night shifts

• Prior experience in US voice process is an added advantage

• Immediate joiners preferred

Night Shift: 7:00 PM - 4:00 AM or 8:00 PM - 5:00 AM  // 5 days working.