Job Description :

• Semi-Voice Process Executive Answering Customer Queries

  Job Description

  The main "Blended Communication Anchor" and "Multi-Channel Resolution Specialist" for our customer operations and service delivery teams is the Semi Voice Process Executive Customer Operations & Non-Voice Support. Your main responsibility is to manage a balanced combination of inbound/outbound voice interactions, live chat, email support, and ticketing portal workflows to resolve customer enquiries, verify account data, and process service requests, while voice-only agents concentrate solely on real-time phone calls and back-office teams handle purely offline data entry.

   

  Responsibilities:

  Blended Multi-Channel Customer Interaction: To help customers with questions about products, services, or accounts, implement a hybrid workload that includes inbound and outbound voice conversations, real-time live web chats, and structured email ticket responses.

  Ticket Lifecycle & Case Management: Ensure complete documentation of client data and interaction histories by managing, updating, and resolving customer support tickets inside CRM and helpdesk platforms.

  Diagnosis of customer issues and back-office processing: Use internal knowledge bases to look into customer enquiries, update backend accounts or verify transactions, and use rational problem-solving techniques to provide precise answers.

  Verification of Process Compliance and Security: Respect customer verification methods, data privacy policies, brand communication styles, and standard operating procedures in both written and spoken forms.

   

  Skills:

  Blended Communication Proficiency: Excellent written English (for emails and live chats with proper grammar and typing accuracy) combined with clear, professional spoken English for voice conversations.

  Multi-Channel CRM & Ticketing Expertise: Practical knowledge of omnichannel support platforms (Salesforce, Zendesk, Freshdesk, Zoho Desk) and chat/phone systems.

  Typing Speed & Concurrency Management: Outstanding keyboarding skills and the ability to quickly transition between live customer messaging and backend software solutions.

  Analytical Problem-Solving & Data Verification: The ability to quickly evaluate client issues, cross-check internal database records, and enter data accurately without compromising quality.

   

  We invite you to apply and explore this exciting opportunity!

  Warm Regards,

  HR - Maria

  88708 33430

  infohrmaria04@gmail.com