Job Description :

• Be a Voice Process Executive with a Top BPO

  Job Description

  The main "Customer Engagement Representative, Frontline Voice Anchor, Telephonic Problem Solver & Service Quality Guardian" for all of our customer support divisions is the Voice Process Executive in Customer Support & Operations – Inbound/Outbound Call Handling, Client Service, Query Resolution & Communication Analytics Specialist. Your main responsibility is to manage live telephone interactions, respond to incoming customer enquiries, carry out outbound service or tele-calling campaigns, and uphold excellent customer relationships while Customer Service Managers, Team Leaders, and Operations Directors set macro SLA targets, customer satisfaction goals, and operational workflows. As the "Guardian of Customer Satisfaction, Call Quality, Issue Resolution, and First Contact Resolution (FCR)," you assume direct responsibility for the company's professional phone representation.

   

  Key Duties

  Inbound and Outbound Telephone Operations: Respond to a large number of incoming consumer enquiries or conduct organised outbound calls (such as tele-calling, collections, sales, or feedback drives) while following call protocols and appropriate phone manners.

  Query Resolution & Troubleshooting: To maximise First Contact Resolution (FCR), provide precise, prompt, and efficient answers to client complaints, technical problems, order updates, or service enquiries.

  CRM System Updating & Records Management: Call information, customer contacts, case notes, disposition codes, and account updates are all recorded in real time within the CRM database.

  Customer Relationship & Escalation Management: Show empathy for irate clients, ease tense situations, and escalate difficult problems to Subject Matter Experts (SMEs) or Team Leaders in accordance with normal operating protocols.

  Compliance & Quality Adherence: Uphold adherence to quality audit standards, customer privacy regulations (data security), script rules, and standard call quality criteria.

   

  We invite you to apply and explore this exciting opportunity!

  Warm Regards,

  HR - Maria

  88708 33430

  infohrmaria04@gmail.com