International Voice_T_Pune
Position Information
Department Name: Customer Care
Assignment Category: BPO1 & BPO2
Job Type: Regular, Full-Time
Education: HSC Pass
Experience: Minimum 1 year in International Voice process.
Job Description Summary
Roles and responsibilities:
• Manage Inbound Customer Service calls.
• Focus on Upselling add on products and services to the customers.
• Identify and assess customer needs to achieve exceptional customer service and customer satisfaction.
• Build sustainable relationships and st with customers through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods / tools / processes.
• Meet personal / customer service team sales and other related performance targets and call quality.
• Handle customer queries and concerns, provide appropriate solutions and alternatives within the time
limits; follow up to ensure resolution.
• Real time capturing detailed records of customer interactions in system.
• Follow communication procedures, guidelines, processes, and policies.
• Take the extra mile to engage customers to build positive customer relations leading in revenue generation.
JOB DESCRIPTION
Key Skill Requirement:
• Proven customer support experience or experience as a client service representative, minimum 12 months
• Track record of achieving set performance metrics
• Strong call-handling skills with active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of queries / complaints / escalations.
• Excellent communication and Positive attitude
• Customer service is driven, detail-oriented, team player.
• Good command on the English Language
• Ability to multi-task, prioritize, and manage time effectively.
• Required to work in varied schedules and/or mandatory overtime to meet department needs, especially
during high call volume hours.
• Adaptable to perform other duties as assigned.
• Willingness and ability to immediately adapt to changes in policies / procedures / perform other duties as
assigned.
• Minimum High school degree (HSC Pass)
Role
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