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Zenia voice - US Customer Service voice process

Akshya Patra ServicesMumbai, Maharashtra, India

25 days ago

Job description

Job Overview

The Zenia Voice US Customer Service Voice Process position plays a pivotal role in ensuring customer satisfaction and loyalty. In a fastpaced environment representatives will engage directly with USbased customers to assist with inquiries resolve issues and provide product information. This role is crucial as it serves as the frontline for customer interaction reflecting the company s commitment to exceptional service. Customer service representatives must embody the values of patience professionalism and a proactive approach in addressing customer needs. By effectively communicating and resolving concerns they contribute significantly to enhancing the customer experience and fostering longterm relationships that drive business success. The representative will be expected to become a product expert and act as a reliable resource for customers while also collaborating closely with the team to achieve service goals and maintain high performance metrics.

Key Responsibilities

Engage with customers through voice calls to address inquiries and provide solutions.
Manage and resolve customer complaints in a professional and timely manner.
Provide accurate product and service information to customers.
Document customer interactions in the system for tracking purposes.
Follow up on customer inquiries to ensure satisfaction and resolution.
Collaborate with team members to share knowledge and best practices.
Assist in identifying customer needs and delivering appropriate solutions.
Handle high call volumes while maintaining quality service standards.
Stay informed about new products services and promotions.
Train new team members on customer service protocols and systems.
Maintain a positive and professional demeanor during customer interactions.
Prepare reports regarding customer feedback and service performance.
Participate in team meetings and training sessions for ongoing development.
Adhere to company policies and procedures regarding customer interactions.
Contribute to creating a customercentric culture within the organization.

Required Qualifications

HSC or Grad with 1 to 3 years of exp. into bpo (Max Exp. 6 yrs)

Strong verbal and written communication skills in English.

Proficient in using customer service software and CRM systems.

Ability to work effectively in a teamoriented environment.

Highly organized with effective time management skills.

Experience in handling challenging customer interactions.

Ability to work flexible hours including evenings and weekends.

Understanding of customer service principles and practices.

Strong problemsolving skills and the ability to think critically.

Basic knowledge of Microsoft Office Suite (Word Excel Outlook).

Ability to work in a fastpaced environment while maintaining attention to detail.

Strong empathy and active listening skills to understand customer needs.

Proven record of achieving performance metrics in previous roles.

Willingness to provide feedback to improve service processes.

multitasking,microsoft office suite,customer service,adaptability,voice process,crm systems,teamwork,problem-solving,customer service software,time management,active listening,strong verbal and written communication skills,empathy