Hiring for US and UK process
• Customer Interaction: Handle live inbound and/or outbound voice calls from US customers, members, or business clients.
• Query Resolution: Address and resolve questions regarding products, services, technical support.
• Escalation Handling: De-escalate irate or dissatisfied customers with empathy, patience, and clear communication.
• Compliance & SLAs: Adhere strictly to process workflows, scripts, quality parameters, and turnaround time/SLA targets.
• Language & Accent:
• Fluency in English with a neutral or US-compatible accent.
• Strong listening and comprehension skills.
• Technical Skills:
• Basic computer and keyboard proficiency, familiarity with MS Office and CRM tools.
• Knowledge of IP phones or telecommunication/headset equipment (e.g., Cisco systems) is a plus.
• Shift Flexibility: Willingness to work US night shifts, rotational shifts, and 5-day work