HR Recruiter at C Cube Consultant
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Executive - Customer Service - Voice Process - IT (0-5 yrs)
- Job description for a voice process typically refers to a position where an individual is responsible for handling customer interactions, queries, or support through voice channels. This role is common in customer service, call centers, or customer support departments. Here's a general outline of a job description for a voice process :
Job Title : Voice Process Executive/Representative
Job Overview :
- As a Voice Process Executive/Representative, you will be responsible for providing exceptional customer service through voice interactions. You will handle inbound and/or outbound calls, addressing customer inquiries, resolving issues, and ensuring a positive customer experience.
- Key Responsibilities :
1. Answering Calls : Handle incoming calls from customers and address their queries, concerns, or requests professionally.
2. Customer Assistance : Provide accurate information and assistance to customers regarding products, services, policies, and procedures.
3. Issue Resolution : Investigate and resolve customer complaints, issues, or escalations promptly to ensure customer satisfaction.
4. Documentation : Maintain detailed and accurate records of customer interactions, transactions, and complaints.
5. Product Knowledge : Stay updated on the company's products, services, and promotions to effectively address customer inquiries.
6. Quality Assurance : Adhere to quality standards and call center procedures to ensure high-quality customer service.
7. Cross-Selling/Up-Selling : Identify opportunities to promote additional products or services to customers when appropriate.
8. Communication Skills : Demonstrate excellent communication skills, including active listening, clear articulation, and effective problem-solving.
9. Team Collaboration : Collaborate with team members and other departments to resolve complex customer issues.
- Qualifications :
- High school diploma or equivalent; some positions may require a bachelor's degree.
- Previous experience in customer service, call center, or a related field is often preferred.
- Excellent communication skills, both verbal and written.
- Ability to handle stressful situations and maintain a calm and professional demeanor.
- Familiarity with customer relationship management (CRM) software is a plus.
- Skills :
- Strong interpersonal and customer service skills.
- Proficient in using computer systems and navigating through software applications.
- Time management and multitasking abilities.
- Problem-solving and decision-making skills.
- Working Conditions :
- Typically works in a call center or customer service environment.
- May involve working in shifts, including evenings, weekends, or holidays.
This is a general template, and the specifics of a voice process job description may vary based on the industry, company, and specific job requirements.