International Voice Process - Senior Executive

Black And White Business Solutions is seeking a highly skilled International Voice Process - Senior Executive to join our customer service team. This role is crucial for delivering world-class support to our international customers. The ideal candidate will possess excellent verbal communication skills in English, strong abilities in customer query resolution, and a proven track record in handling international voice processes efficiently and professionally.

Key Skills Required

• Excellent verbal communication in English: Exceptional fluency and clarity in spoken English to effectively interact with international customers.
• International voice process handling: Demonstrated experience in managing customer interactions over the phone in an international contact center environment.
• Customer query resolution: Proven ability to efficiently resolve a wide range of customer inquiries and issues, ensuring customer satisfaction.
• Call documentation & CRM usage: Proficiency in accurately documenting call details and using CRM (Customer Relationship Management) systems.
• Active listening & problem-solving: Strong active listening skills to understand customer needs thoroughly and effective problem-solving abilities to provide appropriate solutions.
• Ability to handle pressure and high call volumes: Capacity to maintain composure and effectiveness in a fast-paced environment with demanding call volumes.
• Basic computer and typing skills: Fundamental computer literacy and adequate typing speed for efficient data entry.

Roles and Responsibilities

• Handle inbound and outbound calls for international customers in a professional and courteous manner.
• Resolve customer queries efficiently and ensure high levels of satisfaction by providing accurate and timely information.
• Document all interactions accurately in internal systems, maintaining detailed and comprehensive records of customer communication and resolutions.
• Maintain call quality standards and strictly follow company procedures and guidelines for all customer interactions.
• Escalate complex issues to the appropriate department or senior personnel when necessary, ensuring timely resolution for challenging cases.
• Work towards achieving daily/weekly performance targets, including call handling time, resolution rates, and customer satisfaction scores.
• Stay updated on products, services, and process changes to provide the most current and relevant information to customers.
• Collaborate with team members and supervisors for consistent service quality and to share best practices.

Qualification

• Graduation Mandatory

CTC Range

• Up to 7 LPA (Lakhs Per Annum)

Notice Period

• Immediate to 15 Days

Mode of Interview

• Virtual

Contact: Hemalatha HR Analyst Black and White Business Solutions Pvt Ltd Bangalore, Karnataka, INDIA. Direct Number: 080-67432492 | WhatsApp: 9900261540 Email: [Confidential Information] | Website: www.blackwhite.in