Senior Customer Service Representative

Voice Process Executive (Customer Support/BPO)This role focuses on customer interaction, issue resolution, and performance metrics, leveraging 2 years of experience in International voice support

Responsibilities:

Handle complex inquiries and escalations: Manage difficult customer complaints and unresolved issues, ensuring effective and professional resolution.

Provide accurate information: Offer detailed information regarding products, services, and company policies.

Analyze performance metrics: Meet or exceed key metrics such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and call quality standards.

Process improvement: Collaborate with team leaders to identify trends and improve overall customer service processes and knowledge bases.

Required Qualifications & Skills:

Experience: A minimum of 2 years of experience in a voice-based customer service or BPO role, preferably in an international process environment.

Communication: Excellent verbal and written communication skills

Problem-solving: Strong analytical and problem-solving abilities to address a wide range of customer issues efficiently.

Technical: Proficiency with Technical support, basic computer skills.