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Voice Process Executive

1 - 3 years

1 - 4 Lacs

Posted:3 days ago| Platform: Foundit logo

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Skills Required

Work Mode

On-site

Job Type

Full Time

Job Description

Voice Process Executive

Voice Process Executive

Location:

Reports To:

Job Summary:

Key Responsibilities:

  • Customer Interaction:

    Handle a high volume of inbound or make outbound calls to customers, addressing their queries, concerns, and service requests effectively and courteously.
  • Problem-Solving & Resolution:

    Diagnose customer issues, provide accurate information, and offer appropriate solutions or alternatives in a timely manner. Aim for first-call resolution wherever possible.
  • Active Listening & Communication:

    Listen attentively to customer needs, clarify information, and communicate clearly, concisely, and professionally in English (or other required languages).
  • Information & Guidance:

    Provide detailed explanations of products, services, policies, and procedures to customers. Guide customers through troubleshooting steps or transactional processes over the phone.
  • Documentation:

    Accurately and thoroughly document all customer interactions, call details, and resolutions in the CRM or ticketing system.
  • Quality & Compliance:

    Adhere to all call quality standards, script guidelines (where applicable), company policies, and data privacy regulations.
  • Cross-selling/Upselling (if applicable):

    Identify opportunities to cross-sell or upsell products/services based on customer needs, if part of the role's objectives.
  • Feedback & Improvement:

    Provide feedback on recurring customer issues or process inefficiencies to team leads and contribute to continuous improvement initiatives.
  • Meeting Targets:

    Consistently meet or exceed individual and team performance metrics, including Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), and quality scores.

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