Voice Process Executive

You will be responsible for interacting with customers to address their queries, complaints, and requests through various channels such as phone, email, chat, or in-person. It is essential to provide accurate information about products, services, or policies while maintaining a professional and empathetic tone in all customer interactions. Your role will also involve problem-solving and issue resolution by identifying and assessing customers" needs to achieve first-contact resolution. Troubleshooting issues, providing appropriate solutions or alternatives, and escalating unresolved or complex issues to the appropriate department or supervisor are crucial aspects of this position. Additionally, you will be required to document customer interactions, issues, and resolutions accurately in the CRM system, as well as generate reports on recurring issues or feedback to contribute to the improvement of service quality. Maintaining customer records, updating account information when necessary, and building strong relationships with customers to enhance loyalty and satisfaction are key components of customer relationship management. Efficient time and task management are essential, as you will need to handle multiple customer inquiries while meeting performance targets such as response time, resolution rate, and customer satisfaction scores. Prioritizing urgent queries or service requests appropriately is also part of your responsibilities. To excel in this role, staying updated on company products, services, and policy changes is crucial. Attending regular training sessions, participating in team meetings, and sharing customer insights with other departments to enhance product/service offerings are encouraged. Additionally, having knowledge of CRM software, multilingual communication skills, basic technical troubleshooting abilities, and strong written and verbal communication skills would be advantageous. This is a full-time, permanent position with benefits such as paid sick time, a day shift schedule, performance bonuses, and yearly bonuses. The ideal candidate should have at least 4 years of experience in voice process and customer support. Work Location: In person,