Job Description :

• Voice Process Executive Connecting People & Service

  Job Description

  The Voice Process Executive is responsible for handling inbound and outbound customer calls, resolving inquiries, providing technical or customer support, and driving customer satisfaction. Working in a customer-centric environment, this role serves as the primary voice of the organization, ensuring calls are handled efficiently according to established quality standards, communication protocols, and Service Level Agreements

   

  Responsibilities:

  Handle high-volume inbound customer service calls or conduct structured outbound calls for support, sales, or verification.

  Actively listen to customer issues, diagnose root problems, and deliver accurate, timely, and empathetic solutions.

  Record, update, and maintain detailed call notes, customer interaction logs, and case statuses in CRM systems.

  Escalate complex or unresolved customer complaints to Tier-2 support, team leads, or specialized departments following standard escalation paths.

  Meet and exceed key performance indicators (KPIs) including Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT) scores, and Call Quality benchmarks.

  Follow company script guidelines, compliance regulations, and privacy policies during all phone interactions

   

  Skills:

  Strong verbal communication, active listening, and clear pronunciation with a neutral accent.

  High emotional intelligence, patience, and strong problem-solving skills when de-escalating upset or demanding callers. 

  Ability to work with internal databases, CRM tools, and knowledge bases while communicating with customers at the same time.

  Basic computer skills including fast typing skills and knowledge of MS Office.

  Strong time management skills and ability to work efficiently in a high-energy call center environment

   

  We invite you to apply and explore this exciting opportunity!

  Warm Regards,

  HR - Maria

  88708 33430

  infohrmaria04@gmail.com