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Inbound And Outbound Voice Process

ConfidentialThane

8 days ago

Job description

We are seeking a versatile Voice Process Specialist to manage both inbound and outbound customer interactions. The ideal candidate will be responsible for handling a wide range of customer service inquiries, resolving issues, and conducting proactive outreach to meet business objectives.

Roles and Responsibilities

Handle inbound calls from customers, addressing their questions, concerns, and service requests with professionalism and efficiency.
Make outbound calls to follow up on customer inquiries, conduct surveys, or inform customers about new products or services.
Provide accurate and comprehensive information to customers, ensuring a high level of first-call resolution.
Document all customer interactions, including details of the inquiry and the resolution, in the customer relationship management (CRM) system.
Collaborate with other team members and departments to escalate complex issues and ensure a seamless customer experience.
Meet and exceed key performance indicators ( KPIs ) related to call volume, quality, and customer satisfaction.

Skills Required

Excellent verbal communication and active listening skills.

The ability to switch between inbound and outbound calling tasks with ease.

A strong customer-centric mindset with a positive and patient demeanor.

Proficiency in using computer systems and CRM software .

Strong problem-solving and conflict-resolution abilities.

The ability to work efficiently in a fast-paced environment.

A commitment to maintaining a high standard of quality in all interactions.

Skills Required

Inbound Calling, Outbound Calls, Customer Relationship Management, Customer Satisfaction

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Inbound And Outbound • Thane