Semi Voice Executive Call Handling & Ticket Management

Semi Voice Executive Call Handling & Ticket Management Job Description The Semi-Voice Process Executive is responsible for handling customer support and operational workflows through a combination of spoken communication (phone calls) and written channels (email, live chat, ticketing, and back-office data entry). Positioned between pure voice and non-voice operations, this role handles complex inquiries where quick phone interactions are used to clarify requirements or follow up, followed by detailed digital resolution, account updates, and documentation in the CRM system. Responsibilities: Manage customer communications across blended channels, conducting phone conversations for verification/clarification alongside email, live chat, and ticket resolution. Diagnose customer queries, service issues, and account discrepancies using internal knowledge bases, databases, and cross-functional escalation paths. Perform precision back-office tasks such as data entry, account updates, transaction processing, and document validation during and after calls. Maintain clear, concise, and professional documentation of all customer interactions, call results, and case notes within the CRM system. Adhere to and maintain key operational performance metrics including Average Handling Time (AHT), Handling Time (TAT), Quality Assurance (QA) metrics, and Customer Satisfaction (CSAT). Monitor pending customer requests, coordinate with technical or operations teams, and ensure full end-to-end ticket resolution. Adhere to data security, caller authentication protocols, and company operational compliance standards. Skills: Strong verbal communication skills in English (and relevant regional languages) with clear articulation and active listening capabilities. Excellent written communication skills, including proper grammar, business email etiquette, and professional text messaging tone. Fast and accurate typing speed with strong multitasking abilities to talk, type, and navigate systems simultaneously. Proficiency with CRM systems, ticketing platforms, and customer service software. Strong analytical, problem-solving, and attention-to-detail skills for dual-channel transaction processing We invite you to apply and explore this exciting opportunity! Warm Regards, HR - Maria