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Scope of Work – Voice Email Process

The Voice Email Process Executive will be responsible for handling customer queries, complaints, and requests via email. The role focuses on delivering timely, accurate, and professional responses in line with company policies and service standards. The candidate will be required to manage a queue of inbound customer emails, troubleshoot issues, escalate where necessary, and ensure customer satisfaction.

Key Deliverables:

● Respond to a high volume of customer emails daily.

● Maintain a professional tone and adhere to standard response templates.

● Accurately document customer interactions in the CRM system.

● Collaborate with internal departments for issue resolution.

● Meet or exceed daily response time and quality metrics.

Job Description (JD) – Voice Email Process Executive

Position Title: Voice Email Process Executive

Department: Customer Support / Operations

Reports to: Process Supervisor / Team Leader Employment

Type: Full-Time Shift: Morning 9.30 AM to 6.30 PM and 10.30 AM to 7.30 PM

Responsibilities:

● Handle customer service requests via email.

● Follow up on unresolved queries in a timely manner.

● Ensure adherence to response quality and turnaround time SLAs.

● Maintain confidentiality and data integrity at all times.

● Provide feedback to management for process improvement. Requirements:

● Excellent written communication skills in English.

● Typing speed of at least 30-40 WPM with accuracy.

● Prior experience in email/voice process is preferred.

● Familiarity with CRM software and MS Office.

● High attention to detail and customer-first attitude.

Escalation Specialist-Job brief

We are seeking an enthusiastic and energetic individual to handle the appalling customer experience and deliver a first class service to earn their loyalty back for our brand by ensuring customers get a timely, consistent and high-quality experience. This would be a fantastic defining opportunity for a person who enjoys a role filled with variety, challenges, and autonomy. As an Escalation specialist your responsibility will be for supporting and managing escalation by following protocol and solving the problem quickly and with clarity while maintaining the relationships between customers and departments.

Responsibilities & Duties

● Handle Inbound/Tickets of the customers via Inbound/L2 team in a fast-paced environment.

● Quickly identifying and understanding customers' needs for escalated calls.

● Performs work in accordance with standardized policies and procedures.

● Provide exceptional service to customers, excelling in empathy and ownership.

● Establish correct expectations, enforce relief and resolve through effective communication.

● Contribute to Quick and Effective problem solving.

● Facilitate customer retention and customer resolution efforts with excellent customer follow-up skills required.

● Ability to accurately, and efficiently document customer interactions within our Software(CRM)

● Consistently meet role-specific Key Performance Indicators (KPIs)

● Coordinating with internal stakeholders and providing resolution to customer

● Ability to handle escalations and diffuse crisis situations

● Should be able to interact with customer and internal stakeholders confidently

● Think out of the box and spearhead initiatives for improving customer experience

● Solution oriented approach and instant decision making capability.

● Self-motivated with a results-driven approach to meet the set targets.

● Customer focused , Service recovery oriented approach , Ownership and multitasking. Requirement

● Good Knowledge and understanding of product and process.

● Excellent communication skills – verbal and written Eng & Hindi mandate.

● Ability to handle pressure and equalize peak work.

● Ability to work in a team escalation environment with minimum supervision.

● Good stakeholder management skills

● Should be Patient , Presentable and Polite.

Contact Number : 9897072440 Email : archie@skillmatrixindia.com .

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