International Voice Process - Night Shift

Job Description

Job Summary: Voice Process (Blended) - USA Process

The ideal candidate will have strong communication skills, be able to handle high-pressure situations, and ensure a positive experience for every customer.

Key Responsibilities:

• Handle inbound customer calls in a professional and courteous manner.
• Respond to customer inquiries and provide accurate product/service information.
• Troubleshoot and resolve customer issues, escalating complex issues as needed.
• Process orders, forms, and applications during calls.
• Document call details, customer interactions, and issues in the CRM system.
• Follow up with customers to ensure their concerns are addressed.
• Meet or exceed key performance metrics, including call handling time, first call resolution, and customer satisfaction scores.
• Adhere to company guidelines and maintain call quality standards.
• Provide feedback on recurring customer issues to help improve processes and service offering.

Work Schedule: Monday to Friday | Fixed Off on Saturdays and Sundays.