Voice Process Executive Connecting Users via Voice

Voice Process Executive Connecting Users via Voice Job Description Duties: Inbound and Outbound Voice Support: Use professional phone manners, attentive listening, and problem-solving techniques to manage a high volume of incoming client calls and carry out organised outbound exchanges. Issue Resolution & Escalation Management: Identify client questions, troubleshoot problems, provide prompt solutions, and properly escalate complicated situations to supervisors or specialised tier-two teams. Customer Relationship & Value Delivery: To foster trust, maintain accounts, and raise overall customer satisfaction and Net Promoter Scores, provide courteous, sympathetic, and brand-consistent service. CRM System Management & Interaction Logging: Use customer relationship management platforms to accurately record interaction notes, customer account information, call disposition codes, and resolution steps in real time. Respect for SLA and Quality Standards: Ensure adherence to call scripts, privacy protocols, communication norms, and performance indicators such as average handling time. Focus Skills: Verbal Communication & Active Listening: Excellent articulation, neutral pronunciation, and high active listening abilities in spoken English and regional language fluency as needed. Customer Experience & Problem-Solving Mastery: Excellent capacity to maintain composure under duress, defuse irate callers, show empathy, and promptly provide organised answers. CRM & Telephone System Operations: Practical experience with IVR and cloud contact center software. Data Entry & Multitasking Capability: Quick typing abilities to record precise call notes and search databases while having a lively discussion. Apply now to become an integral part of our growing team With Regards, HR - Maria