Job Description :

• Semi-Voice Executive Quickly Rising Organization

  Job Description

  The main "Blended Engagement Specialist, Digital Support Anchor, Multichannel Problem Solver & Customer Satisfaction Guardian" for all of our customer operations divisions is the Voice & Non-Voice Operations Executive in Customer Support Blended Call Handling, Chat/Email Operations, Ticket Resolution & Interaction Analytics Specialist. Your main responsibility is to oversee blended customer interactions balancing inbound/outbound voice support with real-time web chat, email ticketing, and back-office query resolution while Customer Experience Managers, Team Leaders, and Operations Directors set macro SLA targets, resolution benchmarks, and channel allocation strategies. As the "Guardian of First Contact Resolution (FCR), Turnaround Time (TAT), Digital Service Quality, and Customer Satisfaction," you assume direct responsibility for providing smooth, precise, and compassionate customer care through written and spoken communication channels.

   

  Responsibilities:

  Blended Multichannel Operations: Manage many customer touchpoints at once, including incoming and outgoing calls, real-time live chat sessions, and email ticketing queues based on volume demands and channel priority.

  In order to deliver precise and prompt solutions that support First Contact Resolution, diagnose customer complaints, billing enquiries, order updates, or technical problems by doing back-office record checks.

  CRM System Maintenance & Data Entry: Enterprise CRM databases are used to log customer interactions, interaction notes, ticket tags, disposition codes, and account updates in real time.

  De-escalation and SLA Adherence: Handle difficult customer enquiries via chat, email, or voice channels with compassion, meeting deadlines, and reporting complicated problems to Team Leaders or Subject Matter Experts.

  Quality & Process Compliance: Adhere strictly to quality audit standards, standard operating procedures, channel communication rules, and customer data security regulations.

   

  Skills:

  Dual Communication Proficiency: Excellent written communication skills (correct grammar, typing at a speed of 30+ WPM with high accuracy, professional email/chat tone) combined with strong verbal communication abilities (clear voice, active listening).

  The ability to manage several live chat sessions at once or seamlessly transition between voice conversations and email ticketing queues without sacrificing precision or tone is known as multitasking and channel switching.

  CRM & Ticketing System Competency: Practical experience communicating with clients while utilising CRM software and ticketing solutions (Salesforce, Zendesk, Freshdesk, ServiceNow, or proprietary platforms).

  De-escalation & Problem-Solving Mastery: The capacity to quickly and analytically diagnose problems, explore information bases, and de-escalate irate consumers through verbal and written channels.

   

  We invite you to apply and explore this exciting opportunity!

  Warm Regards,

  HR - Maria

  88708 33430

  infohrmaria04@gmail.com