Customer Service Voice Process
Location
Gurgaon | India
Job description
Overview
The Customer Service Voice Process position is crucial to our organization as it directly interacts with customers addressing their needs and concerns through voice communication. Successful candidates will play a key role in maintaining customer satisfaction and loyalty.
Key Responsibilities
- Answering incoming customer calls and providing assistance
- Resolving customer inquiries and complaints over the phone
- Managing and updating customer information in the database
- Upselling products or services when applicable
- Following communication scripts when handling different topics
- Identifying and escalating priority issues to the appropriate department
- Meeting or exceeding customer service quality goals
- Handling customer questions or concerns regarding the product or service
- Acting as the first point of contact for customers
- Collaborating with team members to improve customer support experience
- Remaining professional and courteous with customers at all times
- Participating in training and coaching sessions
- Resolving customer complaints using effective problemsolving skills
- Providing feedback to the team and implementing process improvements
- Managing time effectively to ensure productivity and customer satisfaction
Required Qualifications
- High school diploma or equivalent
- Prior experience in a customer service role
- Excellent verbal and written communication skills
- Ability to work in a fastpaced and dynamic environment
- Strong listening and negotiation skills
- Ability to handle stressful situations with composure
- Proficiency in using customer service software and CRMs
- Understanding of customer satisfaction principles and practices
- Ability to multitask and prioritize tasks effectively
- Empathetic and patient attitude towards customers
- Problemsolving skills to address customer concerns
- Flexibility to work in shifts including evenings and weekends
- Ability to collaborate and work effectively within a team
- Adaptability to changes in processes and procedures
- Desire to continuously improve and develop customer service skills
communication,multitasking,empathy,customer satisfaction
Job tags
Salary
