Blended Process Executive

Job Summary:

A Blended Process Executive handles both voice (inbound/outbound calls) and non-voice (chat/email/data entry) interactions with customers. This hybrid role is designed to provide seamless, multichannel support in service-based or sales-driven environments, such as BPOs, customer care centers, e-commerce, or IT support teams. The ideal candidate should be flexible, communicative, tech-savvy, and able to multitask across communication channels.

Key Responsibilities:

1. Voice Support (Inbound/Outbound)

• Answer customer calls professionally to resolve inquiries, provide information, or assist with issues.
• Make outbound calls to follow up on customer requests, sales leads, or pending issues.
• Maintain call quality, etiquette, and adhere to scripts or guidelines as required.

2. Non-Voice Support (Chat/Email/Data Entry)

• Handle real-time customer interactions through web chat or email platforms.
• Respond to queries, complaints, or product-related questions in a prompt and courteous manner.
• Accurately input and update customer details or service records in the system.

3. Customer Service

• Ensure high levels of customer satisfaction by providing quick and effective solutions.
• Escalate unresolved issues to higher departments or team leads as needed.
• Follow up with customers to ensure problems are resolved.

4. Process Adherence

• Meet or exceed set KPIs such as response time, accuracy, first contact resolution (FCR), and customer satisfaction scores.
• Maintain detailed and accurate logs of all interactions.
• Follow company processes, quality standards, and compliance protocols (e.g., data privacy, confidentiality).

5. Multitasking & Coordination

• Switch between voice and non-voice tasks efficiently during high-demand periods.
• Collaborate with other departments (technical, logistics, accounts) to resolve complex issues.
• Adapt quickly to new processes, updates, or changes in product/service information.