Inbound And Outbound Voice Process - Thane - Credicus Business Services

    Credicus Business Services
    Credicus Business Services Thane

    5 hours ago

    Full time Healthcare
    Description

    We are seeking a versatile Voice Process Specialist to manage both inbound and outbound customer interactions. The ideal candidate will be responsible for handling a wide range of customer service inquiries, resolving issues, and conducting proactive outreach to meet business objectives.

    Roles and Responsibilities

    • Handle inbound calls from customers, addressing their questions, concerns, and service requests with professionalism and efficiency.
    • Make outbound calls to follow up on customer inquiries, conduct surveys, or inform customers about new products or services.
    • Provide accurate and comprehensive information to customers, ensuring a high level of first-call resolution.
    • Document all customer interactions, including details of the inquiry and the resolution, in the customer relationship management (CRM) system.
    • Collaborate with other team members and departments to escalate complex issues and ensure a seamless customer experience.
    • Meet and exceed key performance indicators (KPIs) related to call volume, quality, and customer satisfaction.

    Skills Required

    • Excellent verbal communication and active listening skills.
    • The ability to switch between inbound and outbound calling tasks with ease.
    • A strong customer-centric mindset with a positive and patient demeanor.
    • Proficiency in using computer systems and CRM software.
    • Strong problem-solving and conflict-resolution abilities.
    • The ability to work efficiently in a fast-paced environment.
    • A commitment to maintaining a high standard of quality in all interactions.
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