Required BPO Executive - Bangalore

Key Responsibilities:

1. Customer Interaction (Voice/Non-Voice):

• Handle inbound or outbound customer calls in a courteous and efficient manner.
• Respond to customer queries via phone, email, or chat depending on process requirements.
• Provide accurate information about products, services, or processes.

2. Issue Resolution:

• Address and resolve customer complaints or concerns promptly.
• Escalate complex queries to the appropriate department or supervisor.
• Ensure customer satisfaction by delivering timely solutions.

3. Backend Processing (Non-Voice Role):

• Perform data entry, email handling, documentation, or ticket resolution as per process norms.
• Maintain and update customer databases with relevant information.
• Follow up with clients via email or internal systems to ensure issue resolution.

4. Target Achievement and Productivity:

• Meet or exceed daily/weekly/monthly call or task targets (e.g., number of calls, first-call resolution, quality scores).
• Maintain a high level of productivity and attention to detail.
• Follow scripts and process flows while allowing flexibility for natural conversations when needed.

5. Quality and Compliance:

• Follow organizational guidelines, policies, and standard operating procedures (SOPs).
• Maintain confidentiality of customer information and adhere to data protection regulations.
• Participate in quality audits and implement feedback provided by supervisors or QA teams.

6. Continuous Learning and Improvement:

• Attend training sessions, briefings, and process refreshers regularly.
• Keep up to date with product knowledge, system changes, or service upgrades.
• Provide suggestions for improving process efficiency or customer experience.