An international voice process job involves handling calls from and to international customers to provide support, resolve issues, and sometimes sell products or services. Key responsibilities include managing inbound and outbound calls, delivering information, documenting interactions in a CRM system, adhering to quality standards, and collaborating with teams to meet performance targets. Essential skills include excellent verbal communication, problem-solving, customer service orientation, and computer literacy.
Key Responsibilities
Customer Interaction: Handle inbound and outbound calls professionally to address customer queries, complaints, and requests.
Information Provision: Provide accurate details about products, services, and company processes to customers.
Problem Resolution: Resolve customer issues and complaints effectively, ensuring a high level of customer satisfaction.
Documentation: Maintain accurate records of all customer interactions, transactions, and feedback within a Customer Relationship Management (CRM) system.
Escalation: Escalate complex issues or urgent matters to the appropriate departments or supervisors for timely resolution.
Performance Monitoring: Meet and exceed individual and team performance targets related to customer satisfaction, productivity, and quality standards.
Collaboration: Work with team members and supervisors to improve service processes and achieve team goals.
Required Skills & Qualifications
Communication: Excellent verbal communication skills, especially in English, to interact clearly and professionally with international customers.
Customer Service: A strong customer service orientation, with the ability to empathize with customers and provide appropriate solutions.
Problem-Solving: Good problem-solving skills to understand and address customer issues effectively.
Technical Aptitude: Basic computer knowledge and familiarity with CRM systems for documentation and record-keeping.
Adaptability: The ability to work in a fast-paced, target-driven environment and potentially in shifts, including weekends and holidays.
Types of International Voice Processes
Customer Service: Providing support for products or services, addressing inquiries, and resolving issues.
Sales: Persuading potential customers to purchase goods or services and providing post-sale support.
Technical Support: Assisting customers with technical problems related to products or services. Age limited 18 to 30