Voice Inbound Process

Key Responsibilities :

• Inbound Call Handling :
• Answer incoming calls promptly and professionally, providing assistance to customers with their inquiries or issues.
• Address customer concerns, process requests, and provide information related to products, services, or accounts.
• Assist customers with troubleshooting or resolving issues, escalating to higher authorities when necessary.
• Customer Support :
• Provide excellent customer service by understanding and addressing customer needs in a friendly and helpful manner.
• Offer solutions and alternatives when customers are dissatisfied or have complaints.
• Help customers understand product features, pricing, services, and policies.
• Query Resolution :
• Resolve customer complaints or concerns effectively and efficiently, maintaining a calm and professional demeanor.
• Process customer requests such as account inquiries, updates, refunds, or service changes.
• Document customer interactions and issues in the CRM system, ensuring all relevant information is recorded for future reference.
• Product / Service Knowledge :
• Maintain up-to-date knowledge of company products, services, promotions, and policies to provide accurate information to customers.
• Stay informed about new features or updates and communicate them clearly to customers when required.
• Customer Retention :
• Ensure a high level of customer satisfaction to promote customer loyalty and retention.
• Provide additional support or product recommendations based on customer needs and interests.

Skills Required

Problem-solving, Customer Service, Communication Skills, Active Listening, Empathy