MNC BPO Customer Support Voice BPO

For More Details Contact to HR Mob : +91- 8376075395

We are seeking dynamic and enthusiastic individuals to join our MNC BPO Customer Support team, specializing in both Voice and Non-Voice (Chat Process) services. As a part of our customer support team, you will play a vital role in providing exceptional service to our global clientele. The position demands excellent communication skills, problem-solving capabilities, and the ability to manage client expectations efficiently and effectively.

Responsibilities:

1. Voice Process:
   • Handle inbound and outbound calls from customers and clients regarding inquiries, issues, and requests.
   • Resolve customer queries related to products, services, billing, technical issues, and account information with a focus on first-call resolution.
   • Provide timely and accurate information, ensuring a high standard of service delivery.
   • Identify customer needs, offer solutions, and ensure customer satisfaction.
   • Record detailed notes in the system to document customer interactions and transactions.
   • Adhere to company guidelines and follow-up protocols to ensure all issues are handled within the agreed-upon service levels.
   • Maintain a positive, empathetic, and professional attitude toward customers at all times.
   • Escalate unresolved issues to higher management or specialized departments as necessary.
2. Non-Voice Process (Chat Support):
   • Respond to customer inquiries, complaints, and requests through chat or email in a professional and efficient manner.
   • Provide solutions to technical, billing, or product-related issues as per established protocols.
   • Ensure customer queries are responded to within service level agreements (SLAs).
   • Maintain accurate documentation and follow up on pending issues to ensure customer satisfaction.
   • Communicate with the relevant departments to ensure that customer issues are addressed and resolved promptly.
   • Work with the team to meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
3. Technical & Soft Skills:
   • Troubleshoot basic technical issues that customers may encounter with products or services.
   • Use the CRM software to manage customer records and queries effectively.
   • Collaborate with other departments like technical support, billing, and sales to deliver a seamless customer experience.
   • Participate in regular training sessions to stay updated on product knowledge, new software tools, and customer service techniques.
   • Maintain a high level of professionalism while communicating with customers and resolving their concerns.
4. Quality & Compliance:
   • Follow the companys policies, procedures, and guidelines for customer interactions.
   • Ensure adherence to service level agreements (SLAs), quality standards, and compliance regulations.
   • Participate in performance reviews and strive for continuous improvement.
   • Assist with the development of customer service best practices and contribute to team initiatives aimed at enhancing customer satisfaction.

Required Skills & Qualifications:

• Excellent verbal and written communication skills (for Voice and Non-Voice processes).
• Strong problem-solving and multitasking abilities.
• Ability to stay calm and composed under pressure.
• Customer-centric attitude and a passion for providing high-quality service.
• Ability to work in a fast-paced, target-driven environment.
• Knowledge of basic computer applications and CRM software.
• Previous experience in a customer service or BPO environment is preferred but not mandatory.
• Graduates and undergraduates are welcome to apply.

Preferred Skills:

• Experience in chat-based or email support for customer service.
• Knowledge of specific industry sectors such as telecom, e-commerce, finance, etc.
• Multilingual skills are a plus.

Benefits:

• Competitive salary with performance-based incentives.
• Health and wellness benefits.
• Opportunity for career growth and skill enhancement.
• Training and development programs.
• A dynamic work environment with supportive team culture.

Join us and be a part of a fast-growing global organization where your contribution to customer satisfaction will be highly valued. We are excited to work with individuals who are passionate about delivering exceptional customer experiences and driving success through teamwork and innovation.

How to Apply: Interested candidates can apply through [Company Application Portal/Email]. Please attach your updated resume and cover letter.

This job description provides an overview of the expectations and responsibilities for roles in customer support within an MNC BPO environment. It caters to both voice and non-voice processes while emphasizing customer service excellence.

For More Details Contact to HR Mob : +91- 8376075395

Place of work