Customer Support-Voice Process

eClerx; Chandigarh; On-site; INR 240,000 - 360,000; Full time

Job summary

eClerx in Chandigarh, India, is hiring a Voice Analyst for its US Voice Process. You will be the first point of contact for customers, addressing inquiries, answering questions, and capturing interest in products and services.

Responsibilities include handling calls professionally, actively listening, providing accurate information, upselling where appropriate, and documenting all interactions while staying updated on our offerings and industry trends.

Qualifications

• Excellent verbal and written communication in English.
• Experience in customer service and sales.
• Ability to multitask, prioritize and manage time.
• Comfortable working in a fast-paced environment.
• Willingness to work rotational shifts including evenings, weekends and holidays.
• Familiar with basic computer skills.

Responsibilities

• Answer incoming calls professionally and courteously.
• Listen actively and ask questions to understand needs.
• Provide accurate information about products, pricing and promotions; upsell.
• Handle objections with empathy and work to close the sale.
• Document all interactions and inquiries accurately.
• Maintain knowledge about products and industry trends.

Skills

Verbal and written English

Customer service experience

Upselling ability

Multitasking & time management

Fast-paced environment adaptability

Education

Bachelor's degree

Tools

CRM systems

Job description

Job Description: Voice Analyst

As a Customer Care Executive for the US Voice Process, you will be responsible for delivering outstanding customer service to customers in the United States. You will be the first point of contact for customers who call in with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.

Key Responsibilities

• Answering incoming calls from customers in a professional and courteous manner.
• Listening actively to customers and asking probing questions to fully understand their needs and concerns.
• Providing accurate and timely information to customers about products and services, pricing, and promotions, while actively seeking opportunities to upsell.
• Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.
• Documenting all customer interactions and details of inquiries, issues.
• Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.

Requirements

• Excellent verbal and written communication skills in English.
• Previous experience in a customer service and sales role.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and the ability to think on your feet.
• Comfortable working in a fast-paced environment.
• Flexibility to work in rotational shifts, including evenings, weekends, and holidays.
• Familiarity with basic computer skills and knowledge of CRM systems.

Education

• Bachelor's degree in any field is preferred.

About the Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.