Job description:
- Customer Interaction: Handling inbound or outbound calls from customers, providing support, resolving issues, or delivering information.
- Problem Resolution: Assisting customers by troubleshooting issues, answering queries, and resolving complaints, all while maintaining a professional tone.
- Product Knowledge: Having in-depth knowledge of the company’s products, services, and policies to provide accurate information and help customers effectively.
- Data Entry & Documentation: Updating customer information and logging calls or interactions in the system, making sure all details are recorded for follow-up or future reference.
- Sales or Up-selling (if applicable): In some voice process roles, there may be an expectation to cross-sell or upsell products/services during calls, depending on the company’s needs.
- Performance Metrics: Meeting targets related to call resolution time, customer satisfaction scores, and other KPIs (Key Performance Indicators).
Skills Required:
- Communication Skills: Clear, concise communication with a focus on active listening and understanding the customer’s needs.
- Problem-Solving: The ability to think on your feet and resolve issues efficiently.
- Patience and Empathy: Remaining calm under pressure, especially when dealing with frustrated customers.
- Multitasking: Managing calls while using a computer to update records or check information.
Types of Voice Processes:
- Inbound Process: Dealing with incoming calls from customers for inquiries, support, or troubleshooting.
- Outbound Process: Making calls to customers for surveys, sales, promotions, or service follow-ups.
Pay: ₹216,000.00 - ₹240,000.00 per year
Benefits:
Work Location: In person
