Voice Process Executive

Spearhead Professional; Hyderabad; On-site; INR 300,000 - 460,000; Full time

Job summary

Spearhead Professional in Hyderabad, India, is looking for a customer service representative to handle inbound and outbound calls within a domestic process. You will understand queries and provide accurate information, resolve complaints, and build strong customer relationships through effective communication.

You will follow call-handling scripts and quality standards, log interactions in CRM, and coordinate with internal teams to resolve issues while striving to meet daily, weekly, and monthly

Responsibilities

• Handle inbound and outbound customer calls in a domestic process.
• Understand customer queries and provide accurate information or solutions.
• Resolve complaints and service-related issues professionally.
• Maintain good customer relationships through effective communication.
• Follow the defined call-handling process, scripts, and quality standards.
• Record customer interactions and update details accurately in CRM systems.
• Coordinate with internal teams for unresolved or escalated issues.
• Achieve daily/weekly/monthly targets such as call volume, resolution rate, AHT and customer satisfaction.
• Maintain proper call etiquette, active listening, and professional communication.
• Follow company policies, compliance guidelines, and escalation procedures.
• Participate in training and process updates to improve product/process knowledge.

Job description

Role & responsibilities

• Handle inbound and outbound customer calls in a domestic process.
• Understand customer queries and provide accurate information or solutions.
• Resolve complaints and service-related issues professionally.
• Maintain good customer relationships through effective communication.
• Follow the defined call-handling process, scripts, and quality standards.
• Record customer interactions and update details accurately in CRM systems.
• Coordinate with internal teams for unresolved or escalated issues.
• Achieve daily/weekly/monthly targets such as call volume, resolution rate, AHT and customer satisfaction.
• Maintain proper call etiquette, active listening, and professional communication.
• Follow company policies, compliance guidelines, and escalation procedures.
• Participate in training and process updates to improve product/process knowledge.