We are looking for a Voice Process Executive to handle customer interactions through inbound and/or outbound calls. The candidate will be responsible for providing excellent customer service, resolving queries, maintaining accurate records, and ensuring a positive customer experience.
Key Responsibilities
- Handle inbound and outbound customer calls professionally.
- Understand customer requirements and provide accurate information and solutions.
- Resolve customer queries, complaints, and requests within the defined timelines.
- Follow company policies, procedures, and quality standards.
- Maintain accurate records of customer interactions in the CRM/system.
- Achieve daily, weekly, and monthly performance targets.
- Escalate complex issues to the appropriate team or supervisor.
Required Skills & Qualifications
- Any Bachelor’s degree / 12th pass, depending on company requirements.
- Excellent verbal communication skills.
- Good listening and interpersonal skills.
- Basic computer knowledge and familiarity with CRM systems.
- Ability to handle customers professionally and patiently.
Preferred Experience
- 0–3 years of experience in voice process, customer service, BPO, telecalling, or a similar role.
- Experience in handling customer calls will be an added advantage.
Key Performance Indicators (KPIs)
- Call quality and customer satisfaction.
- Average Handling Time (AHT).
- First Call Resolution (FCR).
- Attendance and adherence.
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
