Job Description :

• Customer Service Executive Recruiting Now

  Job Description

  The main "Customer Voice Anchor, Service Resolution Specialist, Communication Engine & Customer Satisfaction Guardian" in our contact center operations is the Voice Process Executive Customer Communications, Technical/Service Support, Contact Center Operations, Query Resolution & Performance Analytics Specialist. Your main responsibility is to manage inbound and outbound communications, handle real-time voice interactions, respond to customer enquiries, resolve technical or service issues, and guarantee high customer satisfaction (CSAT). Operations Managers, Quality Leads, and Service Directors set macro communication standards, SLA commitments, service roadmaps, and overall call performance metrics. In your capacity as the "Guardian of First Call Resolution (FCR), Communication Quality, Operational Compliance, and Customer Experience," you assume direct responsibility for converting client calls into favourable results.

   

  Responsibilities:

  Inbound and Outbound Voice Communications: Respond to a large number of incoming customer calls or make focused outgoing calls while giving precise, professional, and understandable information in accordance with operational scripts and service norms.

  First Call Resolution & Troubleshooting: To attain high First Call Resolution (FCR) rates, actively listen to client concerns, conduct preliminary diagnostics using internal knowledge bases, and promptly address questions.

  CRM Documentation & Account Maintenance: Within Customer Relationship Management (CRM) platforms, keep standardised, audit-ready interaction logs, call reason codes, reference numbers, and resolution notes.

  Escalation management is the process of identifying technical, multi-tier, or complicated issues that are beyond the reach of first-line help and accurately documenting the pertinent context before forwarding them to supervisors or specialised teams.

  Quality and Adherence Adherence: Uphold strict adherence to operational service level agreements (SLAs), call scripts, privacy rules, customer verification requirements, and quality criteria.

   

  Skills:

  Verbal Fluency & Communication Excellence: Outstanding spoken language abilities, professional tone, clear diction, attentive listening, and the capacity to communicate difficult concepts in an understandable manner.

  Customer handling and problem-solving talents include deep empathy, patience, stress tolerance, the ability to defuse tense situations, and a solution-focused mindset while interacting with unhappy or nervous clients.

  CRM & Contact Center Software Proficiency: Practical knowledge of telecom platforms and CRM solutions.

  Process & Quality Adherence: Pay close attention to call workflows, script execution, compliance verification checks, and customer data protection regulations.

   

  We invite you to apply and explore this exciting opportunity!

  Warm Regards,

  HR - Maria

  88708 33430

  infohrmaria04@gmail.com