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 (Bengaluru)
🏢 Adeptuz Management Solutions
📍 Bengaluru