Location
Noida | India
Job description
Overview:
The role of a Voice Process associate is crucial to our organization as they are often the first point of contact for our customers. They play a vital role in delivering exceptional customer service which directly impacts the satisfaction and retention of our customers.
Key Responsibilities:
- Engage with customers via inbound or outbound calls to address inquiries or issues
- Provide accurate valid and complete information by using the right methods/tools
- Handle customer complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions process customer accounts and file documents
- Follow communication procedures guidelines and policies
- Take the extra mile to engage customers
- Manage and update customer databases with the status of each customer
- Identify and assess customers needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Go the extra mile to meet sales quota and facilitate future sales
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer inquiries queries and resolve issues effectively and efficiently
- Provide excellent customer service by addressing and resolving customer queries promptly and accurately
- Conduct customer satisfaction surveys and follow up with customers
- Contribute to team effort by accomplishing related results as needed
Required Qualifications:
- Minimum high school diploma or equivalent
- Proven experience as a customer service representative or similar role
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multitask prioritize and manage time effectively
- Ability to work under pressure and in a fastpaced environment
- Strong problemsolving skills
- Capability to handle challenging situations with a positive attitude
- Ability to provide superior customer service and create a positive experience for customers
- Ability to work effectively in a team environment
- Basic computer navigation skills and PC knowledge
- Flexibility to work in rotational shifts
- Proven track record of meeting and exceeding performance and quality metrics
communication,customer service,problem solving
Job tags
Salary
