Responsibilities:

- Manage customer queries via phone calls
- Maintain high call quality standards
- Collaborate with team members on performance improvement
- Adhere to company policies and procedures
- Resolve issues promptly
- Duties and responsibilities
- 1. Taking/Handling Inbound Customer calls, Outbound calls, Emails
- 2. Listening to and understanding the customer’s requirements
- 3. Provide product / service details & perks to Customers
- 4. Providing end to end solutions to the customer
- 5. Asking the correct questions – probing and prompting the customer wherever
- required
- 6. Timely and accurate capturing all the information given by the customer
- 7. Timely follow up with as per Escalation matrix till closure
- 8. Staying current with knowledge of products/ processes & services
- 9. Ensure full adherence to all the quality parameters and SOP
- 10. Cooperate with other Team members, SMEs and Team Leaders.
- 11. Ensure 100% adherence to schedule
- 12. Escalating the call to the team leader / manager, wherever desirable
- 13. Handling irate / demanding customers where necessary, in a tactical manner

📌 Voice Process Associate (Bengaluru)
🏢 Jobs Territory
📍 Bengaluru