Customer Service Executive (Voice Process)

Job Summary

Key Responsibilities

• Manage inbound and outbound voice calls for international clients, adhering to strict quality benchmarks and service level agreements.
  
• Actively listen to customer concerns to accurately identify issues and implement effective solutions in real-time.
  
• Utilize Customer Relationship Management (CRM) tools to log interactions, track complaints, and update client records with precision.
  
• Resolve complex customer grievances and handle escalated issues with professionalism to ensure a positive resolution.
  
• Maintain a high level of customer satisfaction by delivering personalized support and demonstrating strong English communication abilities.
  
• Uphold all operational quality standards while managing the full lifecycle of customer interactions in a fast-paced environment.
  

• Possess a minimum of 1 year of professional experience in a customer-facing role, preferably within the IT or voice process sector.
  
• Demonstrate exceptional active listening capabilities and the ability to de-escalate tense situations through problem-solving skills.
  
• Have a proven track record of managing customer relationships and successfully handling complaints to achieve high satisfaction scores.
  
• Exhibit strong command over English communication skills, suitable for international voice processes involving the US and Canada.
  
• Be proficient in using CRM software and familiar with call handling protocols and quality assurance metrics.
  
• Show a commitment to delivering excellence in customer service and support operations.