International Voice Process - Night Shift

Job Summary: Voice Process (Blended) - USA Process

We are looking for a dynamic and customer-focused Voice Process Executive to join our support team. The role involves handling inbound calls with customers, addressing their queries, resolving complaints, and providing excellent customer service. The ideal candidate will have strong communication skills, be able to handle high-pressure situations, and ensure a positive experience for every customer.

Key Responsibilities:

• Handle inbound customer calls in a professional and courteous manner.
• Respond to customer inquiries and provide accurate product/service information.
• Troubleshoot and resolve customer issues, escalating complex issues as needed.
• Process orders, forms, and applications during calls.
• Document call details, customer interactions, and issues in the CRM system.
• Follow up with customers to ensure their concerns are addressed.
• Meet or exceed key performance metrics, including call handling time, first call resolution, and customer satisfaction scores.
• Adhere to company guidelines and maintain call quality standards.
• Provide feedback on recurring customer issues to help improve processes and service offering.

Work Schedule: Monday to Friday | Fixed Off on Saturdays and Sundays.