Job Description :

• Voice Process Executive metric and Call Quality

  Job Description

  The main "Customer Voice Anchor" and "Frontline Communication Specialist" for our contact center and customer operations teams is the Voice Process Executive Customer Operations & Support. Your main responsibility is to answer incoming and outgoing voice calls, handle customer enquiries, troubleshoot service issues, resolve complaints, and provide outstanding real-time customer experiences, while back-office teams oversee technical background workflows and operations leaders direct contact strategies. As the "Guardian of First Call Resolution, Customer Satisfaction, Average Handling Time, Call Quality Compliance, and Service Level Agreements," you assume direct responsibility for upholding customer trust and promoting our brand at all verbal touchpoints.

   

  Key Duties

  Execution of Inbound and Outbound Voice Calls: Answer incoming calls from clients and handle outgoing calls with empathy, professional phone manners, and clear articulation.

  Customer Issue Resolution & Troubleshooting: Pay close attention to what customers have to say, identify problems with products or services, use logic to solve problems, and offer precise, first-time answers in compliance with procedure requirements.

  CRM Data Entry & Interaction Logging: During and right after every call, accurately enter customer interaction information, call reasons, resolution notes, and escalation tags into Customer Relationship Management software.

  Quality and Adherence to Compliance: During every client encounter, adhere to required call structures, security verification procedures, scripting rules, and regulatory compliance standards.

  Coordination Across Functions and Escalation Management: Determine whether client issues are complicated or unsolvable, forward them to the proper Tier-2 support teams or team leaders, and monitor escalations until the issue is resolved.

   

  We invite you to apply and explore this exciting opportunity!

  Warm Regards,

  HR - Maria

  88708 33430

  infohrmaria04@gmail.com