. Full-Time Customer Support Agent Voice Process

Job Description: Full-Time Customer Support Agent Voice Process

Position Title: Full-Time Customer Support Agent Voice Process

Location: [Insert Location]

Department: Customer Support

Reports To: Customer Support Manager

Overview: We are seeking a passionate, dedicated, and professional Full-Time Customer Support Agent for our Voice Process team. As a key member of our customer support department, you will be responsible for handling customer inquiries, providing solutions, and ensuring a positive customer experience. This role requires excellent communication skills, patience, and the ability to manage multiple tasks in a fast-paced environment.

Key Responsibilities:

• Customer Interaction:
• Handle inbound calls and outbound calls from customers efficiently and professionally.
• Address customer queries, complaints, and concerns with clarity, empathy, and professionalism.
• Provide customers with accurate product or service information, and help troubleshoot issues as needed.
• Assist customers in understanding billing, account issues, technical support, or product functionalities.
• Problem Resolution:
• Analyze customer issues and provide timely, accurate resolutions.
• Escalate complex issues to the appropriate department or senior team members.
• Ensure that all problems are resolved to the customer’s satisfaction and within the agreed timelines.
• Communication:
• Maintain clear, consistent, and positive communication with customers during interactions.
• Provide step-by-step instructions to guide customers through troubleshooting, resolving their concerns, or completing tasks.
• Document customer interactions, issues, and resolutions in the CRM system for future reference.
• Product and Service Knowledge:
• Continuously update and expand knowledge of the companys products, services, and policies to ensure the provision of accurate and effective support.
• Be able to confidently discuss promotions, product specifications, and company offerings when responding to customer queries.
• Quality Assurance and Performance Metrics:
• Meet or exceed established performance targets, including call volume, resolution time, customer satisfaction, and quality metrics.
• Maintain a high level of professionalism, attentiveness, and efficiency in every customer interaction.
• Customer Feedback and Improvement:
• Collect customer feedback during calls and share insights with the team to enhance service quality.
• Suggest process or system improvements that will optimize the customer experience.
• Team Collaboration:
• Work cohesively with team members, sharing knowledge and experiences to improve team performance.
• Participate in training sessions and team meetings to continuously enhance customer service skills.

Qualifications:

• Education: High school diploma or equivalent; Bachelors degree preferred.
• Experience: Prior customer support or call center experience is highly preferred but not required.
• Skills:
• Excellent verbal communication skills with a clear, friendly, and professional tone.
• Strong listening and problem-solving abilities.
• Ability to remain calm and composed under pressure or during challenging situations.
• Proficient in using computer systems, CRM software, and other customer support tools.
• Ability to multitask and manage time effectively.

Key Attributes:

• Empathetic and patient.
• Goal-oriented and focused on providing the best customer experience.
• Adaptable to changes in product offerings, customer needs, or support processes.
• Team player with a positive attitude.

Work Environment and Schedule:

• Full-time position with [insert hours/shifts].
• Hybrid or on-site work environment, depending on company policy.
• Occasional overtime or weekend shifts may be required based on customer needs.

Compensation and Benefits:

• Competitive salary based on experience.
• Health insurance, paid time off (PTO), and other benefits as per company policy.
• Opportunities for career growth and development.

For More Details Contact to HR Mob : +91- 8376075395