Job Description

Job Overview:
We are seeking dedicated and highly motivated individuals to join our team as Customer Service Voice Agents at a leading MNC BPO (Business Process Outsourcing) company. The ideal candidate will have excellent communication skills, a passion for delivering exceptional customer service, and the ability to resolve customer concerns efficiently and effectively. As a Voice Agent, you will be the first point of contact for customers seeking assistance, providing them with product and service information, addressing inquiries, and resolving issues in a professional manner.Key Responsibilities: * Customer Interaction:

• Answer incoming customer calls promptly and professionally, ensuring a positive customer experience.
• Actively listen to customer concerns, identify their needs, and provide relevant solutions or direct them to the appropriate department.
• Address inquiries regarding product or service information, order status, billing inquiries, and technical support.
• Issue Resolution:

• Efficiently handle customer complaints, troubleshoot problems, and provide timely solutions to ensure customer satisfaction.
• Ensure that issues are resolved in a professional and courteous manner while maintaining customer trust and confidence.
• Follow company protocols to escalate complex issues to the appropriate team for further action if necessary.
• Product Knowledge:

• Continuously maintain up-to-date knowledge of company products, services, policies, and procedures.
• Provide accurate and relevant information to customers, ensuring they understand the solutions provided.
• Documentation and Reporting:

• Accurately log all customer interactions into the system, including issues, actions taken, and resolutions.
• Maintain detailed and organized records to ensure quick follow-up on pending issues.
• Adhere to established quality standards and report any technical or service-related challenges.
• Customer Feedback:

• Seek customer feedback to gauge satisfaction levels and identify potential areas for improvement.
• Share insights and feedback from customers with team leaders to help improve service delivery and processes.
• Performance Targets:

• Meet or exceed daily, weekly, and monthly performance targets for call handling time, issue resolution, and customer satisfaction.
• Adhere to key performance indicators (KPIs) such as First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT) scores.

Skills & Qualifications:

• Education: A minimum of a high school diploma or equivalent; bachelors degree preferred.
• Experience: Previous experience in a customer service role, particularly in a BPO or call center environment, is advantageous but not mandatory.
• Communication Skills: Excellent verbal communication skills with a clear and friendly phone manner.
• Problem Solving: Ability to resolve customer issues promptly and effectively while maintaining professionalism.
• Adaptability: Ability to thrive in a fast-paced environment and adjust to changing customer needs and processes.
• Technical Proficiency: Comfortable using call center software, CRM systems, and basic Microsoft Office tools.
• Multitasking: Ability to handle multiple tasks simultaneously, including talking to customers while documenting interactions.
• Language Proficiency: Fluent in [English or specific languages required for the role].

Key Competencies:

• Empathy and active listening
• Conflict resolution
• Patience and stress management
• Attention to detail
• Teamwork and collaboration
• Time management and organization

Working Environment:

• The role involves working in a dynamic and high-energy BPO environment, which may include working in shifts, including evenings, weekends, and holidays.
• It is essential to be adaptable to the demands of customers and the team while maintaining a positive attitude in all interactions.

Career Growth:
As a Customer Service Voice Agent at our MNC BPO, you will have ample opportunities for professional growth and development. With dedicated training and ongoing support, you will be able to enhance your customer service and communication skills, move into higher-level roles such as Team Leader or Supervisor, or even explore other departments within the organization.

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