Voice Process Executive

ti Steps

1 - 3 years

2 - 5 Lacs

hyderabad chennai bengaluru

Posted:2 hours ago| Platform:

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Skills Required

bpo customer service domestic voice process voice process voice support international voice process inbound voice process good english communication bpo voice us voice process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position Summary:

Voice Process Executives

Key Responsibilities:

Handle
inbound and/or outbound voice calls
to support customers or clients.
Understand customer needs and provide accurate information or solutions.
Follow scripts or standard operating procedures (SOPs) during interactions.
Record and update customer details and interaction outcomes in the CRM system.
Meet or exceed
performance metrics
such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Escalate complex issues to senior team members or supervisors as necessary.
Maintain professionalism and empathy in all customer interactions.
Attend training sessions and stay updated on product/process changes.

Qualifications & Experience:

Essential:

High school diploma or equivalent; graduation preferred.
02 years of experience in voice-based customer support (freshers welcome).
Proficiency in spoken English (and/or regional languages as per process requirement).
Basic computer skills and ability to use CRM tools.

Desirable:

Prior experience in international voice processes (US/UK/AUS shifts).
Multilingual communication skills.
Knowledge of telecommunication or e-commerce processes.

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