Location
Noida | India
Job description
Overview
The role of a Voice Process professional is crucial for our organization as it directly impacts customer satisfaction and the overall efficiency of our operations. This role involves handling incoming and outgoing customer calls, resolving queries, and providing exceptional service to our customers. The Voice Process team plays a vital role in ensuring positive customer experiences and maintaining the reputation of the organization.
Key Responsibilities - Answering incoming customer calls professionally and provide accurate information or assistance
- Making outbound calls to follow up on customer inquiries or to conduct surveys
- Resolving customer complaints and issues in a timely and effective manner
- Assessing customer needs and recommending suitable products or services
- Documenting all call information and maintaining customer records
- Adhering to call scripts and protocols to ensure consistency and quality service
- Meeting or exceeding call quality and productivity standards
- Collaborating with team members and other departments to resolve complex customer issues
- Handling multiple tasks simultaneously while maintaining a high level of professionalism
- Adapting to changes in processes, procedures, and technologies related to the voice process
- Participating in training sessions and continuous learning to enhance skills and knowledge
- Ensuring compliance with company policies and regulations during customer interactions
- Contributing to a positive and supportive team environment
- Identifying opportunities for process improvement and sharing feedback with management
- Maintaining confidentiality of customer information and sensitive data
Required Qualifications - High school diploma or equivalent; additional education or certifications is a plus
- Prior experience in a customer service or call center role
- Excellent verbal and written communication skills
- Active listening and ability to empathize with customers' concerns
- Strong problem-solving skills and ability to think quickly and effectively
- Ability to handle stressful situations and remain calm under pressure
- Proficiency in using call center software and computer systems
- Strong multitasking abilities and time management skills
- Adaptability to changing work schedules and varying job responsibilities
- Customer-centric mindset and dedication to providing exceptional service
- Ability to work in a fast-paced and dynamic environment
- Team player with a positive attitude and willingness to learn and grow
- Knowledge of data protection and confidentiality regulations
- Understanding of the organization's products, services, and processes
- Ability to adhere to call scripts and performance standards
Skills: communication,adaptability,product knowledge
Job tags
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