International Voice Process Executive

Location: Kolkata

• Responsible for handling both outbound & in-bound  calls from customers or authorized third parties regarding all process & contingency situations arising due to any issues
• Handle customer complaints during peak time and resolve the issues & advice the best resolution available
• Responsible for prompt and accurate response to customers needs and requests
• Ability to compare and evaluate possible customer service solutions, and decide which to recommend to customers to best meet their needs and circumstances.
• Input data and verify information as it pertains into related systems as and when required
• Properly document each customer interaction in the servicing systems as defined by the process
• Ensure successful customer support through resolution of back-office tasks whenever not on calls
• Understanding of utilities and associated market participants
• The results of the analysis can be used to design targeted marketing campaigns, for example:
• - Sales Fulfillment: Retaining existing customers (antonym: customer attrition) & Gaining new customers
• - Information: Providing timely and regular information to customers
• Other examples of the applications of analyses include:
• - Evaluating and improving customer satisfaction
• - Risk assessment and management
• - Data collection and analysis are viewed as a continuing and iterative process. Ideally, business decisions are refined over time, based on feedback from earlier analyses and decisions.
• Identify factors important to clients
• Handle customer complaints
• Ensure customer-based quality parameters are measured and tracked
• Manage Vulnerable/Priority customer tasks/processes in the realm of the process
• Ensure privacy is for the customer related information / assets

Person Specification

Knowledge/Experience:

Exceptional conversation skills

• Proficient in active listening skills
• Strong language skills; ability to articulate clearly and to be understood
• Demonstrated ability to adapt to diverse conversational styles

Strong ownership skills

• Experience in managing ownership of issues and overall customer experience
• Demonstrate the ability to negotiate and properly handle objections with customers
• Ability to stay current on company policies, procedures
• Demonstrate ability to set proper expectations

Strong relationship building skills

• Ability to relate to customers and assess needs quickly
• Ability to transition from a rapport building to account specific discussion

Quick Response Time

• The ability to switch to voice channel and back-office work as per process demand
• Should be able to retain knowledge as per the line working on

Competencies/Skills:

• Strong Communication & Analytical Skills
• Strong customer service skills
• Strong negotiation skills and quick understanding of customer requirements
• The ability to be polite and courteous and helpful at all times
• The ability to interpret the customers query and requirements
• Strong ownership skills
• Strong relationship building skills
• Ability to work in a target oriented environment
• Multi Tasking