We are looking for a motivated and customer-focused Back Office Executive Voice Process to join our team. The candidate will be responsible for handling customer calls, providing accurate information, resolving queries, maintaining records, and coordinating with internal teams to ensure smooth and efficient operations.
Key Responsibilities
Handle inbound and outbound customer calls professionally and efficiently.
Understand customer requirements and provide accurate information and assistance.
Resolve customer queries and issues within the defined timelines.
Make follow-up calls and coordinate with customers as required.
Maintain accurate records of customer interactions, calls, and transactions.
Update customer information and status in the CRM/system.
Coordinate with internal departments for query resolution and service-related requirements.
Follow company processes, scripts, quality standards, and compliance guidelines.
Ensure excellent customer service and maintain professional communication.
Meet daily/weekly/monthly performance and productivity targets.
Escalate complex issues to the appropriate department or supervisor.
Maintain confidentiality of customer and company information.
Required Skills
Excellent verbal communication skills in English.
Good listening and interpersonal skills.
Basic computer knowledge and proficiency in MS Office.
Ability to handle customer queries patiently and professionally.
Positive typing and data-entry skills.
Ability to multitask and work under pressure.
Strong problem-solving and follow-up skills.
Positive attitude and willingness to learn.
Key Performance Indicators (KPIs)
Call Quality
Customer Satisfaction
Call Handling / Productivity
Attendance and Punctuality
Query Resolution
Data Accuracy
Process Compliance
What We Offer
Competitive salary
Training and development opportunities
Positive and professional work workplace
Provident Fund
Health Insurance
📌 Customer Service Representative Pune (India)
🏢 North American Consultancy
📍 India
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