US voice process executiveBPO
US voice process executiveBPO
Posted on :
20-12-2024
Employer Active
1 Vacancy
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Job Description
Overview
The US Voice Process Executive in a BPO plays a crucial role in providing excellent customer service to clients based in the United States. They are responsible for handling inbound and outbound calls addressing customer inquiries resolving customer issues and ensuring high customer satisfaction. This role is vital in maintaining positive client relationships and contributing to the overall success of the organizations customer service operations.
Key responsibilities
- Handle incoming and outgoing calls in a professional and efficient manner
- Address customer inquiries and provide appropriate solutions
- Ensure high levels of customer satisfaction through excellent service delivery
- Document all customer interactions and transactions accurately
- Collaborate with team members to resolve customer issues and escalate complex cases
- Adhere to communication protocols scripts and guidelines during customer interactions
- Meet or exceed key performance indicators (KPIs) and targets
- Manage and update customer information in the database
- Upsell/crosssell products or services to customers as per the organizations requirements
- Conduct customer followups to gather feedback and address any outstanding issues
- Adhere to company policies and procedures while carrying out job responsibilities
- Participate in training sessions and continuous learning to enhance skills and knowledge
- Collaborate with other departments to improve overall customer experience
- Stay updated on product knowledge industry trends and customer service best practices
- Contribute to a positive and collaborative team environment
Required qualifications
- High school diploma or equivalent; Associates or Bachelors degree preferred
- Prior experience in a customer service or call center environment
- Excellent verbal and written communication skills
- Demonstrated ability to handle challenging customer interactions with empathy and professionalism
- Strong problemsolving and decisionmaking abilities
- Ability to multitask and prioritize in a fastpaced environment
- Proficiency in using computer systems and CRM software
- Knowledge of customer service principles and practices
- Flexibility to work in rotational shifts including weekends and holidays
- Ability to work independently and as part of a team
- Strong organizational and time management skills
- Adaptability to changes in processes and procedures
- Commitment to meeting and exceeding performance targets
- Desire to continuously improve and develop customer service skills
- Understanding of US culture language and business practices
communication,customer service,time management,bpo,voice process
Employment Type
Full Time
Key Skills
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