Voice Process Executive solving issues & Great Service
Job Description:
Our client operations team's main "Customer Satisfaction Anchor" and "Brand Reputation Guardian" is the Voice Process Executive. Your main responsibility is to handle direct voice communication with customers managing inbound enquiries, conducting outbound service follow-ups, resolving product or service issues, and providing outstanding customer experiences while back-office processing teams handle offline documentation and technical leads oversee backend workflows. This includes resolving client complaints with tact and empathy, updating customer relationship management records, managing current phone lines, following organised communication call flows, and elevating complex issues to specialised departments.

Key Duties
Customer Interaction & Voice Handling: Maintain a cheerful, sympathetic, and solution-focused tone while professionally managing large volumes of incoming calls or carrying out focused outbound communication campaigns.
First Call Resolution & Issue Isolation: Using knowledge base articles and standardised SOPs, actively listen to client enquiries, identify the underlying causes of problems, and offer precise, first-contact answers.
Real-Time CRM & Case Logging: Track open support tickets across CRM platforms during and right after calls, tag interaction causes, update customer information, and record thorough call summaries.
Customer Retention & De-escalation: Calmly handle irate or disgruntled callers while utilising tried-and-true conflict de-escalation strategies to transform unfavourable circumstances into favourable customer experiences.
Cross-Functional Escalation & Follow-Up: Work with internal departments (technical support, billing, logistics, or operations) to immediately follow up on promised callbacks and resolve complex tickets.

We invite you to apply and explore this exciting opportunity!
Warm Regards,
HR - Maria
88708 33430
infohrmaria04@gmail.com