International Voice process professional

Arowlogiq Infotech; Bengaluru; On-site; INR 250,000 - 350,000; Full time

Benefits offered by this job

2-way cab facility

Job summary

Arowlogiq Infotech in Bengaluru is hiring for a US Voice Support role to manage inbound and outbound calls with international customers, resolving inquiries, issues, and complaints with accuracy and courtesy.

The candidate will log interactions in CRM, meet KPIs like AHT and CSAT, escalate complex problems when needed, and participate in ongoing training to stay updated on products and processes. On-site role with 2-way cab facilities for commute.

Responsibilities

• Handle inbound and outbound voice calls from international customers, addressing their inquiries, issues, and complaints.
• Provide accurate and timely information regarding products or services to customers, ensuring their concerns are resolved effectively.
• Maintain a professional and friendly tone, creating a positive customer experience with each interaction.
• Listen actively to customers, understand their concerns, and offer appropriate solutions.
• Troubleshoot issues related to products, services, or account queries, ensuring that the resolution meets customer expectations.
• Escalate complex issues to higher-level support or management as needed.
• Meet or exceed KPIs such as call handling time (AHT), first-call resolution (FCR), and CSAT.
• Accurately log customer details, feedback, and issue resolutions into the CRM or ticketing system.
• Prepare and submit daily, weekly, and monthly reports on call volume, resolution time, and performance metrics.
• Work collaboratively with team members, sharing knowledge and solutions to improve team performance and customer experience.
• Participate in training and upskilling sessions to stay updated on new products, services, and processes.

Job description

Domain : US Voice Support (International voice Process)
Experience: 6months Experience in International voice
-Convenient Commute: 2-way cab facility for safe and hassle-free travel.

Customer Interaction:
Handle inbound and outbound voice calls from international customers, addressing their inquiries, issues, and complaints.
Provide accurate and timely information regarding products or services to customers, ensuring their concerns are resolved effectively.
Maintain a professional and friendly tone, creating a positive customer experience with each interaction.
Issue Resolution & Troubleshooting:
Listen actively to customers, understand their concerns, and offer appropriate solutions.
Troubleshoot issues related to products, services, or account queries, ensuring that the resolution meets customer expectations.
Escalate complex issues to higher-level support or management as needed.
Service Level Adherence:
Meet or exceed key performance indicators (KPIs), such as call handling time (AHT), first-call resolution (FCR), and customer satisfaction scores (CSAT).
Adhere to company guidelines and policies, including maintaining confidentiality and following processes for customer interactions.
Reporting & Documentation:
Accurately log customer details, feedback, and issue resolutions into the CRM or ticketing system.
Prepare and submit daily, weekly, and monthly reports on call volume, resolution time, and performance metrics.
Collaboration & Team Support:
Work collaboratively with team members, sharing knowledge and solutions to improve team performance and customer experience.
Participate in training and upskilling sessions to stay updated on new products, services, and processes.
Support management in meeting team goals and ensure that service levels are met across all shifts.