Customer Service Voice Process - Gurugram, India - Nexus Hire

Description

Overview

The CustomerService Voice Process position is crucial to our organization as itdirectly interacts with customers addressing their needs andconcerns through voice communication. Successful candidates willplay a key role in maintaining customer satisfaction andloyalty.

KeyResponsibilities

• Answering incomingcustomer calls and providingassistance
• Resolving customer inquiries andcomplaints over the phone
• Managing and updatingcustomer information in the database
• Upsellingproducts or services when applicable
• Followingcommunication scripts when handling differenttopics
• Identifying and escalating priorityissues to the appropriate department
• Meeting orexceeding customer service qualitygoals
• Handling customer questions or concernsregarding the product or service
• Acting as thefirst point of contact forcustomers
• Collaborating with team members toimprove customer support experience
• Remainingprofessional and courteous with customers at alltimes
• Participating in training and coachingsessions
• Resolving customer complaints usingeffective problemsolving skills
• Providingfeedback to the team and implementing processimprovements
• Managing time effectively toensure productivity and customersatisfaction

RequiredQualifications

• High school diploma orequivalent
• Prior experience in a customerservice role
• Excellent verbal and writtencommunication skills
• Ability to work in afastpaced and dynamic environment
• Stronglistening and negotiation skills
• Ability tohandle stressful situations withcomposure
• Proficiency in using customer servicesoftware and CRMs
• Understanding of customersatisfaction principles and practices
• Abilityto multitask and prioritize taskseffectively
• Empathetic and patient attitudetowards customers
• Problemsolving skills toaddress customer concerns
• Flexibility to workin shifts including evenings andweekends
• Ability to collaborate and workeffectively within a team
• Adaptability tochanges in processes and procedures
• Desire tocontinuously improve and develop customer serviceskills

communication,multitasking,empathy,customersatisfaction