- Job Title : Customer Care Executive (Voice Process)-

- Job Summary :

As a Customer Care Executive in our Voice Process, you will be responsible for delivering exceptional customer service through telephone interactions. You will handle inbound and outbound calls from customers, addressing their inquiries, resolving issues, and providing assistance in a professional and efficient manner. Your primary goal will be to ensure customer satisfaction and retention while adhering to company policies and procedures.

Key Responsibilities :

1. Handle inbound and outbound calls from customers promptly and professionally.

2. Listen attentively to customer inquiries and concerns, and provide accurate and timely responses.

3. Identify and assess customers' needs to achieve satisfaction, going above and beyond to meet expectations.

4. Resolve customer complaints and issues effectively, aiming for first-call resolution whenever possible.

5. Provide product and service information to customers, including features, pricing, and availability.

6. Utilize CRM software to document customer interactions, update customer information, and track issue resolution.

7. Escalate complex or unresolved issues to appropriate departments or supervisors for further investigation and resolution.

8. Follow company policies and procedures regarding customer service standards, confidentiality, and data security.

9. Collaborate with team members and other departments to improve overall customer experience and service delivery.

10. Meet or exceed performance targets, such as call handling time, customer satisfaction ratings, and productivity metrics.

- Qualifications and Skills:-

1. High school diploma or equivalent; additional education or certification in customer service is a plus.

2. Proven experience in a customer service role, preferably in a call center environment.

3. Excellent communication skills, both verbal and written, with a clear and pleasant telephone manner.

4. Strong active listening and problem-solving skills, with the ability to empathize with customers and diffuse tense situations.

5. Proficiency in using CRM software and other relevant computer applications.

6. Ability to multitask and prioritize workload effectively in a fast-paced environment.

7. Flexibility to work various shifts, including evenings, weekends, and holidays, as required.

8. Ability to work independently as well as part of a team, demonstrating reliability and dependability.

9. Strong attention to detail and accuracy in data entry and documentation.

10. Willingness to undergo training and continuous learning to enhance job skills and knowledge.

- Working Conditions:-

- This position primarily involves working in a call center environment.

- Extended periods of sitting and talking on the telephone are typical.

- The role may require occasional overtime or weekend shifts based on business needs.

Join our dynamic team and play a crucial role in delivering exceptional customer service experiences! If you possess the necessary skills and qualifications, we encourage you to apply for this exciting opportunity.