Required Voice Process - Bangalore

Key Responsibilities

1. Customer Interaction

• Handle incoming and outgoing customer calls with professionalism and courtesy.
• Understand customer queries and provide accurate information.
• Maintain a positive and empathetic attitude during customer interactions.

2. Problem Solving

• Identify customer issues and provide appropriate solutions.
• Escalate complex issues to supervisors or technical teams when required.
• Ensure resolution within defined timelines and maintain customer satisfaction.

3. Sales and Promotion (for outbound processes)

• Contact potential leads and explain company products/services.
• Convince customers to purchase, subscribe, or renew services.
• Achieve individual and team sales targets.

4. Data Handling and Documentation

• Record customer details, complaints, and resolutions accurately in CRM systems.
• Maintain confidentiality of sensitive customer information.
• Generate reports for call handling, sales, or escalations as required.

5. Quality and Compliance

• Adhere to company policies, call scripts, and quality standards.
• Follow compliance guidelines, including data protection and privacy.
• Meet performance metrics such as call handling time, first call resolution, and customer satisfaction scores .

6. Team Collaboration

• Work with colleagues and team leaders to achieve process goals.
• Share feedback and suggestions to improve call quality and customer service.
• Participate in team meetings, training, and coaching sessions.

Required Skills

1. Communication Skills

• Fluency in English and/or regional languages depending on the process.
• Ability to speak clearly, confidently, and politely.
• Listening skills to understand customer needs without interruption.

2. Customer Service Skills

• Patience, empathy, and problem-solving abilities.
• Ability to handle irate customers professionally.
• Focus on building customer trust and satisfaction.

3. Technical Skills

• Basic computer knowledge (MS Office, email handling).
• Familiarity with CRM tools and call center software.
• Ability to type and document information quickly and accurately.