Customer Service Executive (Voice Process)

Summary

We are seeking a dedicated Customer Service Executive to manage voice-based interactions within the IT Services sector. In this pivotal role, the incumbent will serve as the primary point of contact for clients, ensuring their inquiries are addressed with efficiency and professionalism. The position demands a strong focus on resolving customer issues, maintaining high satisfaction levels, and accurately documenting interactions within our CRM systems. This role is essential for upholding our reputation for excellence in client relationship management and delivering seamless service experiences to our US and Canada market segments.

Responsibilities

• Manage inbound and outbound voice calls to address customer queries and provide timely resolutions.
  
• Actively listen to client concerns to identify root causes and implement effective problem-solving strategies.
  
• Maintain accurate and detailed records of all customer interactions and transactions using CRM tools.
  
• Build and sustain positive relationships with clients to foster long-term loyalty and trust.
  
• Execute voice process protocols specific to US and Canadian business requirements.
  
• Collaborate with internal teams to escalate complex issues and ensure comprehensive support.
  

Requirements

Requirements:

• Possess at least one year of hands-on experience in a customer service or voice process environment.
  
• Demonstrate proficiency in resolving customer complaints and inquiries effectively.
  
• Exhibit strong active listening skills combined with the ability to think critically during problem-solving scenarios.
  
• Be skilled in call handling techniques and proficient in navigating CRM documentation systems.
  
• Show a solid understanding of Customer Relationship Management principles.
  
• Have prior exposure to or experience with US/Canada based business processes.
  
• Meet the minimum tenure of 12 months in a relevant customer service capacity.
  

Salary

₹2-5 LPA

Experience

1 YEAR