Voice Process Executive

Job Description

Customer Interaction Respond to customer queries, complaints, and requests via phone, email, chat, or in person. Provide accurate information about products, services, or policies. Maintain a professional and empathetic tone in all customer interactions. Problem Solving and Issue Resolution Identify and assess customers’ needs to achieve first-contact resolution . Troubleshoot issues and provide appropriate solutions or alternatives. Escalate unresolved or complex issues to the appropriate department or supervisor. Documentation and Reporting Record customer interactions, issues, and resolutions accurately in the CRM system. Generate reports on recurring issues or feedback to help improve service quality. Maintain customer records and update account information as needed. Customer Relationship Management Build and maintain strong relationships with customers to enhance loyalty and satisfaction. Follow up with customers to ensure their concerns are addressed. Encourage customer feedback to improve service quality and efficiency. Time and Task Management Handle multiple customer inquiries efficiently while maintaining quality. Meet performance targets such as response time , resolution rate , and customer satisfaction scores . Prioritize urgent queries or service requests appropriately. Knowledge and Training Stay updated on company products, services, and policy changes. Attend regular training sessions and participate in team meetings. Share customer insights with other departments to enhance product/service offerings. Optional but Valuable Skills CRM software knowledge (e.g., Salesforce, Zendesk, Freshdesk). Multilingual communication for companies serving diverse customer bases. Basic technical troubleshooting or product knowledge. Strong written and verbal communication skills. Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹45,000.00 per month Benefits: Paid sick time Schedule: Day shift Supplemental Pay: Performance bonus Yearly bonus Experience: Voice process: 4 years (Preferred) Customer support: 4 years (Preferred) Work Location: In person