International Process -Voice Process

Key Responsibilities :

• Handle inbound and outbound calls from international customers in a professional and timely manner.
• Provide accurate product / service information, resolve issues, and guide customers through troubleshooting processes.
• Maintain a high level of customer satisfaction by addressing inquiries, complaints, and requests with empathy and professionalism.
• Record all customer interactions and actions in the CRM system accurately.
• Meet and exceed performance metrics such as call resolution time, customer satisfaction, and first-call resolution.
• Follow-up with customers to ensure issues are fully resolved and offer additional assistance if needed.
• Collaborate with team members and cross-functional teams to provide solutions for complex customer queries.
• Ensure all company policies and procedures are followed during customer interactions.
• Maintain a positive and friendly attitude during all interactions to foster customer loyalty and trust.
• Assist in customer retention by identifying opportunities to up-sell or cross-sell products / services as appropriate.

Skills Required

Voice Process, International Customer Support, Communication, Active Listening, Problem-solving, Conflict Resolution