Inbound Voice Process - New Delhi, India - Workis Solution

Description

Overview:

The InboundVoice Process plays a crucial role in our organization by servingas the first point of contact for customers. The primary focus ofthis role is to handle incoming calls provide exceptional customerservice and resolve queries and concerns in a professional andefficient manner.

KeyResponsibilities:

• Answering incomingcalls and addressing customer inquiries concerns andcomplaints
• Providing accurate information aboutproducts services and companypolicies
• Resolving customer issues andescalating complex cases to the appropriatedepartment
• Ensuring high levels of customersatisfaction through effective communication andproblemsolving
• Documenting customerinteractions and maintaining accuraterecords
• Adhering to established scripts andprotocols for handling different types ofcalls
• Meeting performance targets for callquality productivity and customersatisfaction
• Collaborating with team membersand other departments to provide comprehensive customersupport
• Adapting to changing procedurestechnology and policies to meet customerneeds
• Following up with customers to ensuretheir issues have been resolvedsatisfactorily

RequiredQualifications:

• High school diplomaor equivalent; additional education or certification is aplus
• Prior experience in a customer service orcall center role
• Excellent verbal and writtencommunication skills
• Strong active listeningand problemsolving abilities
• Ability to work ina fastpaced environment and handle a high volume ofcalls
• Proficiency in using call center softwareand CRM systems
• Ability to remain calm andprofessional under pressure
• Good organizationaland multitasking skills
• Flexibility to work inshifts including evenings weekends andholidays
• Commitment to delivering outstandingcustomer service and maintaining a positiveattitude

communication,customerservice,communication skills