A voice job description typically involves customer interaction via phone or video, handling inquiries, resolving issues, and providing support. These roles often include customer service, sales, or technical support functions, requiring strong communication and problem-solving skills.
Here's a more detailed breakdown:
General Voice Process Responsibilities:
Inbound/Outbound Calls: Addressing customer inquiries, resolving issues, and providing information about products or services.
Customer Service: Building rapport with customers, understanding their needs, and ensuring a positive experience.
Technical Support: Troubleshooting technical issues, guiding customers through troubleshooting steps, and escalating complex problems.
Order Management: Processing orders, cancellations, and managing customer accounts.
Sales/Upselling: Identifying opportunities to promote products or services and increase sales.
Documentation: Maintaining accurate records of customer interactions and transactions.
Specific Voice Job Examples:
Customer Service Executive (Voice Process): Handles customer inquiries, complaints, and provides support.
Voice Support/BPO Agent: Provides customer support, resolves issues, and maintains records.
Voice Actor/Voice-over Artist: Records voiceovers for various media, including audiobooks, animations, and commercials.
Cisco Voice Engineer: Designs, implements, and troubleshoots Cisco voice solutions.
Interactive Voice Response (IVR) Specialist: Develops and maintains IVR systems.
Key Skills for Voice Roles:
Excellent Communication Skills: Clear and effective verbal communication is essential.
Active Listening: Understanding customer needs and concerns.
Problem-Solving: Identifying and resolving customer issues efficiently.
Customer Focus: Prioritizing customer satisfaction and building positive relationships.
Technical Proficiency: Depending on the role, may require knowledge of specific systems, software, or technologies.
Adaptability: Ability to adjust communication style and approach based on customer needs.
Teamwork: Collaborating with colleagues to achieve common goals.