Job Summary
The Voice Process Executive is responsible for handling inbound and outbound customer calls professionally and efficiently. The role involves addressing customer inquiries, resolving complaints, providing product or service information, maintaining accurate records, and ensuring a high level of customer satisfaction while meeting organizational performance standards.
Key Responsibilities
- Handle inbound and outbound customer calls in a courteous and professional manner.
- Respond to customer inquiries regarding products, services, billing, and other related matters.
- Resolve customer complaints and provide appropriate solutions within the defined turnaround time.
- Follow call scripts, company policies, and standard operating procedures.
- Maintain accurate customer records and update CRM systems after every interaction.
- Achieve individual and team performance targets, including productivity, quality, and customer satisfaction.
- Escalate complex customer issues to the appropriate department when necessary.
- Build positive relationships with customers through excellent communication and problem-solving skills.
- Maintain confidentiality of customer information and company data.
- Participate in training sessions, team meetings, and continuous improvement initiatives.
- Ensure compliance with company policies, quality standards, and regulatory requirements.
- Perform any additional duties assigned by the reporting manager.
Required Qualifications
- Bachelor's Degree or Diploma in any discipline.
- Freshers or candidates with 1–3 years of experience in customer service, BPO, or voice process are preferred.
- Proficiency in English and the regional language. Knowledge of Hindi will be an added advantage.
Required Skills
- Excellent verbal communication and listening skills.
- Strong customer service orientation.
- Good interpersonal and relationship management skills.
- Problem-solving and conflict resolution abilities.
- Basic computer knowledge and typing skills.
- Familiarity with CRM software and Microsoft Office applications.
- Ability to multitask and work under pressure.
- Positive attitude, patience, and professionalism.
Pay: ₹18,000.00 - ₹24,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Paid time off
Work Location: In person
