Voice Process Executive

Call Handling Executive

Process: Role Description

Position Overview

manage high-volume phone lines

Key Responsibilities

• Manage both inbound and outbound customer service calls for UK customers, always maintaining professionalism and courtesy.
• Comprehend and accurately interpret various UK regional accents to provide precise and helpful responses.
• Address customer queries and resolve issues through phone, email, and chat, ensuring prompt and effective solutions.
• Offer detailed information about products and services, guiding customers as required.
• Record all customer interactions meticulously, updating information in the CRM system.
• Always follow UK process guidelines, communication protocols, and company policies.
• Work collaboratively with internal teams to continually improve the customer experience and enhance the quality of service provided.

Required Qualifications

• The candidate must hold a bachelors degree in arts from a recognized and reputable university. Preference will be given to individuals who have completed their schooling from a convent institution under the ICSE or CBSE board
• Between six months and 5 years of experience in a customer service or international voice process environment, with preference given to those who have supported UK customers. [GS1]
• Excellent command of spoken and written English, with the capability to understand and communicate effectively in UK accents.
• Willingness to work during UK business hours,
• Comfortable working on-site at the Noida (Sector 142) office; remote work is not available.

Key Skills

• Outstanding verbal and written communication abilities in English.
• Clear understanding of UK customer service standards, including tone and cultural nuances.
• Strong listening skills, with the ability to remain composed and empathetic even under pressure.
• Experience using CRM software and essential office applications such as Word, Excel, and Outlook.
• Capability to multi-task, prioritise tasks, and manage time efficiently.
• Demonstrates a problem-solving approach, with keen attention to detail and a focus on customer satisfaction.

Additional Information

• Shift Timings: UK Shift, usually from 13:00 to 22:00 IST or 14:00 to 23:00 IST.
• Working Days: Five days per week.
• Location: Sector 142, Noida.