. MNC BPO Customer Service Voice Agent

MNC BPO Customer Service Voice Agent Job Description

Job Title: Customer Service Voice Agent
Location: [Insert location]
Reports To: Team Leader/Customer Service Manager

Position Overview:

As a Customer Service Voice Agent in a multinational corporation (MNC) Business Process Outsourcing (BPO) environment, you will serve as the first point of contact for customers seeking assistance. This role involves handling inbound and outbound customer calls, addressing inquiries, resolving issues, and ensuring a high level of customer satisfaction. You will be part of a dynamic team that supports the brand's reputation by delivering prompt, accurate, and effective solutions. Your excellent communication skills, problem-solving abilities, and customer-centric approach will be crucial in providing a seamless experience to customers.

Key Responsibilities:

1. Customer Interaction:
   • Handle inbound and outbound customer calls professionally, addressing customer queries related to products, services, accounts, and other inquiries.
   • Listen attentively to customers, understand their needs, and provide clear and concise information.
   • Respond to customer concerns with empathy and professionalism, ensuring a positive experience for each customer.
2. Problem Resolution:
   • Actively troubleshoot customer issues, providing solutions on the spot or escalating complex problems to higher-level support teams.
   • Follow established processes to ensure effective handling of complaints, service requests, and inquiries.
   • Offer relevant product/service information and guidance, aiming to resolve customer concerns promptly.
3. Product/Service Knowledge:
   • Stay up-to-date with product and service knowledge to provide accurate information to customers.
   • Participate in training sessions to continuously improve knowledge of systems, processes, and new offerings.
4. Customer Satisfaction and Retention:
   • Ensure a high level of customer satisfaction by delivering excellent service and maintaining professionalism in every interaction.
   • Follow up with customers as required, ensuring their issues have been resolved and that they are satisfied with the solutions provided.
5. Documentation and Reporting:
   • Maintain accurate and detailed records of customer interactions in the companys CRM system.
   • Document issues, outcomes, and follow-up actions to ensure continuity of service and quality control.
   • Prepare regular reports on customer queries, complaints, and feedback to assist management in identifying areas for improvement.
6. Team Collaboration and Support:
   • Collaborate with team members and supervisors to share knowledge, improve customer service processes, and contribute to team success.
   • Participate in team meetings, training, and feedback sessions to enhance team performance.
7. Adherence to Guidelines:
   • Comply with company policies, procedures, and standards for customer service excellence, confidentiality, and security.
   • Meet or exceed individual and team performance targets such as call handling time, resolution rates, and customer satisfaction scores.

Skills and Qualifications:

• Communication Skills: Excellent verbal communication skills with a clear, professional, and friendly tone.
• Problem-Solving: Strong analytical and problem-solving abilities to identify issues and provide timely solutions.
• Customer Focused: Ability to empathize with customers and deliver solutions tailored to their needs.
• Multitasking: Capable of managing multiple tasks and priorities while maintaining a high level of accuracy and quality.
• Technology Proficiency: Familiarity with CRM systems, telephony platforms, and MS Office tools.
• Team Player: Ability to work collaboratively with team members and supervisors in a fast-paced environment.

Education and Experience:

• High school diploma or equivalent (Bachelors degree preferred).
• Prior experience in a customer service role, preferably in a BPO environment.
• Experience in handling customer calls and using telephony systems is advantageous.

Key Attributes:

• Positive attitude and a strong work ethic.
• Ability to remain calm under pressure.
• Adaptability and a willingness to learn new skills and technologies.
• Strong attention to detail and quality of work.

Working Hours:

• Flexible shifts, including evenings and weekends, as per business requirements.

Place of work