Voice Process Executive Call Quality, Metrics & Compliance
GS Infotech Chennai Full-time ₹45,000/year
Voice Process Executive Call Quality, Metrics & Compliance Job Description/: Our front/-line operations division's "Customer Experience Ambassador" and "First/-Contact Resolution Authority" are the Voice Process Executive. Managing incoming service questions, troubleshooting structural user accounts, and carrying out strategic outbound service updates are all part of your main responsibility to systematically manage, resolve, and optimize live customer interactions over the phone.
Serving as the "Brand Reputation Guardian," you maximize customer satisfaction scores /(CSAT/) and reduce customer churn rates by translating complicated corporate service rules into understandable, helpful vocal responses. The ideal applicant is a highly sympathetic, proficient communicator who combines quick conflict resolution skills with a methodical approach to queue management and real/-time data logging.Key Duties Live client Query Resolution/: As the main point of contact for client complaints, billing concerns, service requests, and account updates, professionally handle large volumes of incoming or outgoing voice calls. Active Troubleshooting & Diagnostics/: actively listening to customer statements, promptly identifying the underlying problems, and assisting callers through account verification or technical troubleshooting loops step/-by/-step.
Customer Satisfaction Performance /(CSAT/)/: Target high CSAT, Customer Effort Scores /(CES/), and Net Promoter Scores /(NPS/) by providing outstanding service on each interaction to meet and surpass individual Key Performance Indicators /(KPIs/).
CRM Data Architecture Documentation/: In real time, record, classify, and store comprehensive summaries of each client issue, discussion, and resolution step into the central client Relationship Management /(CRM/) software platform. We invite you to apply and explore this exciting opportunity/!
Warm Regards, HR /- Maria
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