Voice Email Process Executive

Overview

The Voice Email Process Executive at Wakefit Innovations Ltd will manage customer inquiries, grievances, and requests through email, ensuring prompt, precise, and professional responses aligned with organizational policies and service standards. The role requires managing a queue of incoming customer emails, troubleshooting issues, escalating when necessary, and maintaining high customer satisfaction.

Key Responsibilities

• Respond to a substantial volume of customer emails daily with professionalism and accuracy.
• Use standard response templates while maintaining a professional tone.
• Document customer interactions precisely within the CRM system.
• Collaborate effectively with other internal departments to resolve issues promptly.
• Meet or surpass daily metrics related to response time and quality of service.
• Follow up on unresolved queries efficiently and adhere strictly to service level agreements (SLAs) concerning response quality and turnaround time.
• Maintain confidentiality and integrity of customer and company data consistently.
• Provide actionable feedback to supervisors and management for continuous process improvement.

Escalation Specialist Responsibilities

• Manage customer escalation cases and inbound tickets swiftly in a dynamic environment.
• Understand and identify customer needs quickly to handle escalated calls with clarity and empathy.
• Adhere to prescribed policies and procedures thoroughly while providing superior customer service.
• Establish clear expectations and resolve issues decisively through effective communication.
• Coordinate with internal teams and stakeholders to deliver timely solutions and customer retention.
• Document customer interactions accurately using CRM software.
• Consistently achieve role-specific key performance indicators (KPIs).
• Manage crisis situations calmly by diffusing escalations effectively.
• Innovate and lead initiatives to enhance the overall customer experience.
• Approach challenges with a solution mindset and make prompt decisions as required.
• Maintain ownership of tasks while multitasking and delivering results against set targets.

Requirements

• Strong written communication skills in English.
• Typing proficiency of 30-40 words per minute with accuracy.
• Prior experience in email or voice customer service processes is preferred.
• Familiarity with CRM systems and Microsoft Office applications.
• Demonstrated attention to detail and a customer-centric mindset.
• Good understanding of product and process knowledge.
• Verbal and written communication skills in both English and Hindi are mandatory.
• Ability to work under pressure and handle peak workloads effectively.
• Capable of working collaboratively in a team environment with minimal supervision.
• Strong stakeholder management abilities.
• Patience, presentability, and politeness in dealing with customers and internal teams.

Work Schedule and Reporting

This is a full-time position with two possible shifts: 9:30 AM to 6:30 PM or 10:30 AM to 7:30 PM. The role reports directly to the Process Supervisor or Team Leader within the Customer Support or Operations department.

Contact Information

For queries, you may contact via phone at 9897072440 or email at archie@skillmatrixindia.com.