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
88708 33430
infohrmaria04@gmail.com