Customer Support - Voice Process

Key Responsibilities:

1. Inbound Call Handling:

• Attend incoming customer calls promptly and courteously.
• Respond to queries regarding products, services, orders, billing, technical issues, or policies.
• Provide step-by-step solutions or troubleshooting guidance as per the process flow.
• Ensure first-call resolution (FCR) wherever possible and avoid unnecessary escalations.

2. Outbound Calling (if applicable):

• Make outbound calls to follow up on unresolved issues, conduct customer satisfaction surveys, or offer support for ongoing services.
• Promote relevant products or services in upselling/cross-selling campaigns, if required.
• Confirm customer details and verify information during verification or data update processes.

3. Issue Resolution and Service Delivery:

• Record customer concerns or complaints accurately and forward them to the relevant departments if they require backend resolution.
• Track open tickets and follow up until the issue is resolved, keeping the customer informed.
• Collaborate with internal teams (tech support, billing, logistics) to ensure timely support delivery.

4. CRM and Documentation:

• Update customer details, call logs, and complaint resolution notes in the CRM or call handling systems.
• Tag each call correctly (query, complaint, request, etc.) for accurate data recording.
• Maintain confidentiality and data privacy while handling sensitive customer information.

5. Service Quality and Compliance:

• Adhere to process guidelines, scripts, and call quality parameters set by the organization.
• Meet daily, weekly, and monthly performance metrics such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), and Call Quality Score.
• Follow standard operating procedures (SOPs), compliance protocols, and company policies.

6. Communication and Professionalism:

• Maintain a polite, friendly, and professional tone throughout customer interactions.
• Practice active listening to fully understand the customer s concerns before responding.
• Handle irate or upset customers calmly and empathize with their issues while working toward a resolution.

7. Continuous Improvement and Training:

• Participate in regular training sessions to enhance product knowledge, soft skills, and system usage.
• Keep up to date with new services, processes, offers, and updates within the organization.
• Provide feedback on recurring customer issues to team leaders or managers for process improvements.