Voice Process Executive Global Customer Interaction Job Description The Voice Process Executive is responsible for delivering customer service, frontline communication, inquiry resolution, and voice interaction management across inbound and outbound operational streams. Operating at the direct touchpoint between the organization and its client base, this role addresses customer requests, diagnoses service issues, provides product or process guidance, maintains high First Contact Resolution FCR rates, and logs detailed customer interaction data and call analytics to ensure brand loyalty and operational excellence. Responsibilities/: Customer Interaction & Active Resolution/: Handle high/-volume inbound calls, customer inquiries, and outbound follow/-up calls with professional telephone etiquette, active listening, and explicit verbal communication. Problem Diagnosis & Complaint Management/: De/-escalate dissatisfied customers, analyze product/service issues using knowledge bases, and resolve billing, technical, or service inquiries within authorized resolution guidelines.



Process Adherence & Quality Compliance/: Maintain compliance with process call scripts, mandatory disclosures, data privacy protocols, and Quality Assurance QA scoring standards during every voice transaction. CRM Logging & Case Management/: Record comprehensive call summary notes, customer disclaimers, interaction dispositions, and follow/-up ticket statuses accurately in CRM tools Salesforce, Zendesk, Freshdesk, Zoho during or immediately following calls. Service Analytics & Performance Tracking/: Monitor personal key performance indicators KPIs including Average Handling Time AHT, First Contact Resolution FCR, Customer Satisfaction CSAT scores, and call wrap/-up accuracy using tracking spreadsheets Skills/: Education/: Higher Secondary 10/+2 / Bachelor&rsquos; Degree in Arts B.A., Commerce, Business Administration BBA, Computer Applications BCA, Science B.Sc, or equivalent diploma.

📌 Voice Process Executive Global Customer Interaction (Chennai)
🏢 GS Infotech
📍 Chennai