Voice Process Executive

Here's a comprehensive Job Description (JD) for a Voice Process Executive, with skills separated by commas, specifically for the Hyderabad, Telangana, India location, reflecting the common requirements in the BPO/Contact Center industry.

Voice Process Executive

Location: Hyderabad, Telangana, India

Reports To: Team Lead - Operations / Customer Service Team Lead

Job Summary: The Voice Process Executive is responsible for providing exceptional customer service and support primarily through inbound or outbound phone calls. This role involves handling customer inquiries, resolving issues, providing information, and ensuring a positive customer experience, while adhering to company policies and quality standards. The Voice Process Executive acts as the front-line representative for the organization, directly impacting customer satisfaction and retention.

Key Responsibilities:

• Customer Interaction: Handle a high volume of inbound or make outbound calls to customers, addressing their queries, concerns, and service requests effectively and courteously.
• Problem-Solving & Resolution: Diagnose customer issues, provide accurate information, and offer appropriate solutions or alternatives in a timely manner. Aim for first-call resolution wherever possible.
• Active Listening & Communication: Listen attentively to customer needs, clarify information, and communicate clearly, concisely, and professionally in English (or other required languages).
• Information & Guidance: Provide detailed explanations of products, services, policies, and procedures to customers. Guide customers through troubleshooting steps or transactional processes over the phone.
• Documentation: Accurately and thoroughly document all customer interactions, call details, and resolutions in the CRM or ticketing system.
• Quality & Compliance: Adhere to all call quality standards, script guidelines (where applicable), company policies, and data privacy regulations.
• Cross-selling/Upselling (if applicable): Identify opportunities to cross-sell or upsell products/services based on customer needs, if part of the role's objectives.
• Feedback & Improvement: Provide feedback on recurring customer issues or process inefficiencies to team leads and contribute to continuous improvement initiatives.
• Meeting Targets: Consistently meet or exceed individual and team performance metrics, including Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), and quality scores.