Voice Process Executive

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.