Overview
The BPO voice process (Hindi Mandatory) role is pivotal in delivering highquality customer service through prompt and efficient handling of customer inquiries and concerns in Hindi. The role plays a crucial part in ensuring customer satisfaction and retention as well as contributing to the overall success of the organizations BPO operations.
Key responsibilities
- Handling inbound and outbound customer calls in Hindi
- Resolving customer queries and issues effectively and efficiently
- Providing accurate information to customers
- Maintaining a high level of professionalism and customer service
- Adhering to predefined scripts and processes
- Meeting and exceeding performance targets
- Collaborating with team members and other departments as needed
- Updating customer records and information in the system
- Escalating complex issues to the appropriate channels
- Participating in training and development sessions to enhance skills
- Handling customer complaints with empathy and patience
- Following up on customer interactions and ensuring resolution
- Adhering to company policies and procedures
- Ensuring customer confidentiality and data security
- Identifying and escalating potential areas of improvement
Required qualifications
- Fluency in Hindi (Mandatory)
- Excellent verbal and written communication skills in Hindi and English
- Prior experience in a BPO or customer service role
- Strong problemsolving and decisionmaking abilities
- Ability to multitask and prioritize in a fastpaced environment
- Good knowledge of customer relationship management (CRM) systems
- Empathetic and patient attitude towards customers
- Ability to work effectively in a team as well as independently
- Basic computer skills and familiarity with MS Office tools
- High school diploma or equivalent; a bachelors degree is a plus
- Willingness to work in rotational shifts based on business requirements
- Adherence to professional ethics and confidentiality
- Proactive approach towards learning and skill enhancement
- Ability to adapt to changes and feedback positively
- Compliance with company and industry regulations and standards
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