International Voice Process Executives

Key Responsibilities:  Handle INBOUND queries from US and UK customers on call or chat • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)   • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures • Maintain basic knowledge of client products and/or services • Prepare complete and accurate work including appropriately notating accounts as required • Participate in activities designed to improve customer satisfaction and business performance • Track, document and retrieve information in call tracking database • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff