Senior Customer Care Associate

Adeptuz Management Solutions; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Adeptuz Management Solutions in Bengaluru is seeking professionals with voice process experience to handle inbound and outbound calls and resolve customer queries. You will follow scripts, adhere to quality standards, and update CRM records to ensure accurate history.

Candidates should demonstrate strong communication and problem-solving skills, meet defined SLAs, and participate in ongoing training and process improvements.

Qualifications

• Minimum 2 years of experience in a voice process in a BPO environment.
• Strong communication and problem-solving abilities.
• Ability to follow scripts, processes, and quality standards.

Responsibilities

• Handle inbound and outbound customer calls professionally.
• Understand queries and provide appropriate resolutions.
• Provide accurate information regarding products, services, orders, and accounts.
• Follow defined call handling procedures, scripts, and quality standards.
• Maintain records of customer interactions in CRM systems.
• Resolve issues within defined SLAs; escalate complex cases as needed.
• Perform follow-up calls to ensure issue resolution and satisfaction.
• Maintain productivity metrics: AHT, CSAT, FCR, and quality targets.
• Identify upsell or cross-sell opportunities where applicable.
• Coordinate with internal departments to resolve customer issues.
• Maintain confidentiality and follow company data-security guidelines.
• Participate in training, quality feedback sessions, and process improvements.

Skills

Voice process experience

Customer service oriented

CRM experience

Communication skills

Tools

CRM systems

Job description

Minimum 2 Years in a Voice process (inbound or outbound) in BPO .

Key Responsibilities:

• Handle inbound and outbound customer calls professionally and efficiently.
• Understand customer queries, complaints, and service requests and provide appropriate resolutions.
• Provide accurate information regarding products, services, orders, accounts, or processes.
• Follow defined call handling procedures, scripts, and quality standards.
• Maintain accurate records of customer interactions in CRM systems.
• Resolve customer issues within defined SLAs and escalte complex cases when required.
• Perform follow-up calls with customers to ensure issue resolution and satisfaction.
• Maintain required productivity, AHT, CSAT, FCR, and quality targets.
• Identify opportunities for upselling or cross-selling where applicable.
• Coordinate with internal departments to resolve customer-related issues.
• Maintain confidentiality and follow company policies and data-security guidelines.
• Participate in training, quality feedback sessions, and process improvement initiatives.