Customer Care Executive - Voice Process

Position Overview

The Customer Care Executive (CCE) Voice Process is responsible for managing direct interactions with customers over the phone to resolve queries, provide product/service information, handle complaints, and ensure overall customer satisfaction. This role plays a vital part in enhancing customer loyalty and maintaining a professional brand image through effective verbal communication. CCE Voice Process may involve inbound support (receiving calls for assistance, technical help, billing, etc.) or outbound communication (tele-calling for feedback, lead generation, reminders, or upselling). The role requires a customer-centric approach, active listening skills, and the ability to work efficiently in a high-volume call environment.

• Answering Inbound Calls:& Responding to customer calls, providing information, and resolving queries.&
• Providing Customer Support:& Troubleshooting customer issues, offering guidance, and ensuring a positive experience.&
• Handling Complaints:& Effectively addressing customer concerns and complaints, striving for resolution.&
• Making Outbound Calls:& Contacting customers for various reasons, such as follow-up or promotional activities.&
• Providing Accurate Information:& Ensuring customers receive correct and up-to-date information about products or services.&
• Maintaining Customer Relationships:& Building rapport with customers and fostering positive interactions.&
• Meeting Quality Standards:& Adhering to call protocols and quality standards to ensure consistent service delivery.&