Minimum 2 Years in a Voice process (inbound or outbound) in BPO .

Key Responsibilities:
- Handle inbound and outbound customer calls professionally and efficiently.
- Understand customer queries, complaints, and service requests and provide appropriate resolutions.
- Provide accurate information regarding products, services, orders, accounts, or processes.
- Follow defined call handling procedures, scripts, and quality standards.
- Maintain accurate records of customer interactions in CRM systems.
- Resolve customer issues within defined SLAs and escalate complex cases when required.
- Perform follow-up calls with customers to ensure issue resolution and satisfaction.
- Maintain required productivity, AHT, CSAT, FCR, and quality targets.
- Identify opportunities for upselling or cross-selling where applicable.
- Coordinate with internal departments to resolve customer-related issues.
- Maintain confidentiality and follow company policies and data-security guidelines.
- Participate in training, quality feedback sessions, and process improvement initiatives.

📌 Senior Customer Care Associate (HSR Layout)
🏢 Adeptuz Management Solutions
📍 HSR Layout