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International Voice Process Executive @ Renowned Client

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 International Voice Process Executive

Job Description

Overall, Purpose of Job

  • Provide high quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
    Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
    Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
    Strive and achieve SLA target and business outcome indicators defined by the client
  • Job Responsibilities / Authorities Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
    Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
    Walk customers/ Provide navigational support on self-service portal
    Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
    Place outbound calls to customers when required in line with Client / Company guidelines
    Work productively whilst maintaining exceptional call/data quality standards in line with targets
    Contribute to the team through open and regular communication with peers / supervisors
    Adhere to all company or departmental policies and procedures (personnel and operational)
    Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
    Maintain regular and punctual attendance in line with company policies and procedures
    Minimize customer complaints and escalations by providing exceptional service and call controlKnowledge & Skill Requirement
  • Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer
    Good technical aptitude with an ability to learn quickly
    Excellent verbal and written communication skills Experience Profile
    Prior international BPO work experience preferred
    Freshers acceptable

Personal Attributes

  • Able to work on a flexible basis as determined by the business needs
    Ability to work under pressure
    Team worker
    Positive Attitude
    Quick Learner
    Punctual and Disciplined
    Good Communication skills
    Customer Focused
    Results driven
    High standards of Integrity
    Attention to detail

Job Classification

Industry: BPM / BPO
Functional Area / Department: Customer Success, Service & Operations
Role Category: Voice / Blended
Role: Voice / Blended - Other
Employement Type: Freshers

Contact Details:

Company: Renowned Client
Location(s): Bengaluru

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Keyskills:   Excellent Communication In English Query Handling International Voice Troubleshooting Issue Resolution

 Fraud Alert to job seekers!

₹ -5 Lacs P.A

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Renowned Client

Renowned Client