Voice Agent (billing only)

As a Voice Agent (billing calls and billing tickets) at unifyCX, your role involves the following responsibilities: - Answering inbound calls with professionalism and clear communication. - Providing efficient and accurate solutions to customer issues and enquiries. - Maintaining an average response time in line with SLAs. Product Knowledge: - Developing and maintaining a thorough understanding of product features, updates, and improvements. - Relaying accurate and detailed information to assist customers effectively. Troubleshooting: - Diagnosing customer issues, utilizing internal resources to resolve problems, and escalating cases that require advanced support. - Recording all troubleshooting steps and findings in account notes. Documentation: - Maintaining clear and organized account notes on every interaction/escalation. Customer Satisfaction: - Delivering prompt, accurate, and professional service in all interactions. - Striving for first-contact resolution and aiming to meet or exceed customer expectations. Feedback Loop: - Reporting recurring issues, feature requests, and other feedback to HQ to drive product improvements. Process Adherence: - Following all processes and procedures. - Keeping up to date with updates and changes. - Following all quality and quality feedback processes. Ticket Support (billing tickets only): - Responding to tickets using clear and concise language. - Utilizing appropriate canned responses ensuring all customer questions have been sufficiently answered. - Moving tickets to the correct department/queue. Core Requirements: - Experience in a contact center or similar environment, ideally with SaaS products. - Strong verbal and written communication skills in English. - Solid understanding of technical concepts related to SaaS products. - Strong commitment to customer satisfaction and ability to remain patient and empathetic. - Ability to manage multiple interactions and adapt quickly in a dynamic, fast-paced environment. - High level of organizational and documentation skills to ensure accurate account notation. Desired Skills: - Problem-solving skills and ability to find creative solutions. - Knowledge of support platforms and CRM systems. - Competency in managing concurrent interactions and maintaining quality and efficiency. Performance Metrics: - Evaluation based on Average Handling Time (AHT), Response and Resolution Times, Quality, Productivity, and Retention rates. Minimum targets set for each metric.,