Job Description :

• Urgent Hiring Semi Voice Process Executive

  Job Description

  Duties:

  Omnichannel client Support Execution: Based on current operational demand, manage a hybrid workload of incoming and outgoing client calls, live chat sessions, and email ticketing queues with ease.

  Investigate client enquiries, troubleshoot technical or transactional difficulties, confirm account records, and offer precise, comprehensive answers using voice or non-voice channels as part of issue resolution and root cause analysis.

  Outbound Follow-Up & Clarification: Make targeted outbound phone calls to confirm documentation, follow up on outstanding customer email tickets, or explicitly explain complicated resolution procedures.

  SLA Compliance & Queue Management: Strictly adhere to Turnaround Time, First answer Time, and daily resolution quotas while striking a balance between call handling time and written answer quality.

  Standards for Quality and Compliance: Uphold strict communication guidelines, adhere to data protection regulations, implement standard operating processes, and make sure that all data entered during customer interaction tracking is accurate.

   

  Focus Skills:

  Hybrid Communication Skills: Strong written grammar for email and chat assistance, quick, error-free typing, and excellent spoken English with clear pronunciation and active listening.

  Multitasking & Queue Balancing: Excellent ability to transition between back-office ticket handling, live chat interfaces, and phone calls without compromising speed or resolution quality.

  Customer Empathy & Problem Solving: Excellent emotional intelligence, proactive problem-solving skills, and a composed, courteous manner when handling irate clients across channels.

  CRM & Contact Center Software Literacy: Practical knowledge of cloud telephony platforms and customer support systems (Zendesk, Freshdesk, Salesforce Service Cloud, Avaya, Genesys, LiveChat).

   

  Apply now to become an integral part of our growing team!

  With Regards,

  HR - Maria

  88708 33430

  infohrmaria04@gmail.com