. Full-Time Customer Support Agent Voice Process

Job Title: Full-Time Customer Support Agent Voice Process

Job Location: [Location]

Job Type: Full-Time

Introduction: We are seeking a dedicated and dynamic Full-Time Customer Support Agent for our Voice Process team. The ideal candidate will be a strong communicator with excellent problem-solving skills and a passion for delivering top-notch customer service. The Customer Support Agent will serve as the first point of contact for customers, providing timely and accurate assistance through voice-based communication channels. This position is pivotal in ensuring customer satisfaction and fostering positive relationships between the company and its clients.

Key Responsibilities:

  1. Customer Interaction:
    • Handle inbound customer calls in a professional and friendly manner.
    • Provide accurate information and resolve customer queries promptly, ensuring customer satisfaction.
    • Address customer concerns, complaints, and requests with empathy and professionalism.
    • Assist customers with a range of services or products, from technical support to account-related inquiries.
  2. Problem Solving and Resolution:
    • Identify and assess customer issues to resolve them efficiently.
    • Troubleshoot technical issues and provide step-by-step solutions to customers.
    • If necessary, escalate complex issues to higher management or specialized departments.
    • Ensure timely follow-up and resolution of any open customer concerns.
  3. Product and Service Knowledge:
    • Maintain a thorough understanding of the companys products, services, and policies.
    • Stay updated on new product launches, services, and system updates to ensure accurate information is provided to customers.
    • Educate customers on available resources, services, and troubleshooting methods to enhance their experience.
  4. Documentation and Reporting:
    • Document customer interactions, issues, and resolutions in the CRM system.
    • Keep detailed records of customer queries and feedback for future reference.
    • Prepare daily/weekly reports summarizing customer interactions and highlight any patterns or concerns.
  5. Team Collaboration:
    • Work closely with team members and supervisors to ensure customer service goals are met.
    • Participate in regular training sessions to enhance customer service skills and product knowledge.
    • Provide feedback and suggestions to improve team performance and customer service processes.
  6. Customer Satisfaction and Quality Assurance:
    • Aim for first-call resolution to ensure a positive experience for every customer.
    • Achieve individual and team targets, including call resolution times and customer satisfaction metrics.
    • Adhere to company policies and quality standards during every interaction.

Qualifications and Skills:

  • Education: High school diploma or equivalent. A degree in any field is preferred.
  • Experience: Prior experience in customer support or a voice process environment is an advantage but not mandatory.
  • Communication Skills: Strong verbal and written communication skills with a clear and articulate voice. Ability to converse fluently in [relevant language(s)].
  • Problem-Solving Skills: Excellent critical thinking and troubleshooting abilities.
  • Customer-Centric: Demonstrated ability to empathize with customers and resolve issues in a timely and effective manner.
  • Technical Proficiency: Basic understanding of computers, CRM software, and phone systems.
  • Multitasking: Ability to manage multiple customer queries simultaneously while maintaining professionalism.
  • Adaptability: Comfortable in a fast-paced, high-volume environment, with the flexibility to adjust to changing priorities.

Additional Requirements:

  • Availability for shift-based work (depending on business needs).
  • A quiet and professional work environment for remote roles, if applicable.
  • Positive attitude, team player, and self-motivated.

Why Join Us?

  • Competitive salary and benefits.
  • Opportunity for career growth and advancement.
  • A dynamic and supportive work environment.
  • Comprehensive training and development programs.

Place of work

Talent Job Seeker
Gurugram
India

Employer profile

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Local radius

  • Najafgarh
  • Gurgaon
  • Farrukhnagar
  • Manesar
  • Shahdara



Job ID: 9124308 / Ref: 832d32b4fc77554e3f8265ab8f9e873f

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Personnel Services