11 Aug
|
Recognized
|
Hyderabad
11 Aug
Recognized
Hyderabad
Summary:
The Senior Process Executive – Contact Center (Voice) plays a critical role in ensuring seamless, high -quality customer service across multiple communication channels, including inbound and outbound voice, chat, and email. Reporting to the Service Delivery team, this role is essential for maintaining customer satisfaction, adherence to compliance standards, and operational efficiency within a 24/7 rotational shift environment. The ideal candidate will demonstrate robust communication abilities, a customer -first mindset, and a commitment to continuous improvement while operating in a fast -paced, office -based setting. This position is key to driving service excellence and supporting the overall success of client delivery operations in Hyderabad.
Responsibilities:
- Handle incoming and outgoing customer interactions via voice with accuracy and professionalism.
- Resolve customer queries and issues within defined service level agreements (SLAs).
- Accurately document all customer interactions in CRM and ticketing systems.
- Maintain strict adherence to schedules, quality benchmarks, and information security policies.
- Consistently meet individual and team performance targets as defined by the process.
- Actively participate in training sessions, calibration exercises, and process improvement initiatives.