Job Description :

• Voice Process Executive Global Customer Interaction

  Job Description

  The Voice Process Executive is responsible for delivering customer service, frontline communication, inquiry resolution, and voice interaction management across inbound and outbound operational streams. Operating at the direct touchpoint between the organization and its client base, this role addresses customer requests, diagnoses service issues, provides product or process guidance, maintains high First Contact Resolution (FCR) rates, and logs detailed customer interaction data and call analytics to ensure brand loyalty and operational excellence.

   

  Responsibilities:

  Customer Interaction & Active Resolution: Handle high-volume inbound calls, customer inquiries, and outbound follow-up calls with professional telephone etiquette, active listening, and clear verbal communication.

  Problem Diagnosis & Complaint Management: De-escalate dissatisfied customers, analyze product/service issues using knowledge bases, and resolve billing, technical, or service inquiries within authorized resolution guidelines.

  Process Adherence & Quality Compliance: Maintain compliance with process call scripts, mandatory disclosures, data privacy protocols, and Quality Assurance (QA) scoring standards during every voice transaction.

  CRM Logging & Case Management: Record comprehensive call summary notes, customer disclaimers, interaction dispositions, and follow-up ticket statuses accurately in CRM tools (Salesforce, Zendesk, Freshdesk, Zoho) during or immediately following calls.

  Service Analytics & Performance Tracking: Monitor personal key performance indicators (KPIs) including Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT) scores, and call wrap-up accuracy using tracking spreadsheets

   

  Skills:

  Education: Higher Secondary (10+2) / Bachelor’s Degree in Arts (B.A.), Commerce, Business Administration (BBA), Computer Applications (BCA), Science (B.Sc), or equivalent diploma.

  Experience: 3+ years of hands-on experience as a Voice Process Executive, Customer Support Associate, Call Center Agent, or Tele-Customer Service Representative in BPO, KPO, or corporate environments.

  Technical Mastery: Excellent verbal communication, active listening, de-escalation tactics, CRM navigation, softphone/telephony software operation (Avaya, Genesys, Five9), and Excel/Google Sheets interaction tracking

   

  We invite you to apply and explore this exciting opportunity!

  Warm Regards,

  HR - Maria

  88708 33430

  infohrmaria04@gmail.com