International BPO Voice Process

Negotiable

by Freshersworld
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Job Specifications

Employment Type Full time jobs

Job Description

Key Responsibilities:

Customer Interaction and Support:
- Handle inbound calls from international clients professionally and courteously.
- Make outbound calls for follow-ups, surveys, promotions, or resolving customer issues as required.
- Provide accurate information about products, services, or policies to customers.
- Resolve customer complaints efficiently while maintaining high levels of satisfaction.
- Demonstrate empathy, patience, and professionalism in all customer interactions.
Communication and Language Skills:
- Maintain clear, polite, and culturally sensitive communication with international clients.
- Understand various accents, speech patterns, and communication styles to ensure effective interaction.
- Communicate technical or complex information in a simple and understandable manner.
Process Adherence and Compliance:
- Follow predefined call scripts, workflows, and standard operating procedures (SOPs).
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs) for call handling.
- Ensure compliance with company policies, data privacy regulations, and international communication standards.
- Escalate unresolved or complex issues to supervisors or specialized teams appropriately.
Technical and Product Knowledge:
- Gain in-depth knowledge of the company s products, services, and systems.
- Stay updated on changes to processes, policies, and client-specific requirements.
- Use internal tools, CRM systems, and knowledge bases efficiently to provide solutions.
- Participate in ongoing training sessions to enhance technical expertise and communication skills.
Quality Assurance and Performance Monitoring:
- Maintain high-quality standards in call handling, ensuring accuracy, professionalism, and customer satisfaction.
- Monitor individual performance metrics, including average handling time, first call resolution, and customer feedback scores.
- Participate in quality audits, feedback sessions, and coaching programs to improve performance.
Team Collaboration and Coordination:
- Work closely with team members, team leaders, and other departments to achieve process objectives.
- Share insights, best practices, and customer feedback to improve overall service delivery.
- Attend team meetings, training sessions, and workshops to stay aligned with organizational goals and updates.
Problem Solving and Decision Making:
- Identify recurring issues and suggest process improvements to supervisors or process managers.
- Handle challenging customer interactions calmly, applying problem-solving techniques.
- Implement proactive measures to prevent escalations and enhance customer experience.
Documentation and Reporting:
- Maintain accurate records of calls, customer interactions, and follow-ups in the CRM or tracking system.
- Prepare reports on call volumes, issues resolved, and customer feedback as required.