Voice Process

Key Responsibilities :

• Handle inbound and outbound calls to assist customers with their queries, complaints, or requests.
• Provide accurate information about products / services, resolve issues, and offer solutions to customer problems.
• Maintain a positive and professional attitude when interacting with customers.
• Follow communication scripts and guidelines to ensure consistency and accuracy.
• Meet performance targets such as call resolution time, customer satisfaction, and service levels.
• Document all customer interactions, follow-up actions, and resolutions.
• Provide feedback and suggest improvements for enhancing customer service processes.
• Handle customer escalation and ensure timely resolution of complex issues.
• Maintain knowledge of company products, services, and policies to effectively assist customers.
• Stay updated on any changes in services, procedures, or customer-facing initiatives.

Skills Required

Customer Service, Call Handling, Problem-solving, Active Listening, Outbound Call Handling, Conflict Resolution