Job Description

The Customer Service Executive (Voice) will be the primary point of contact for our customers. You will handle inbound and/or outbound calls, addressing inquiries, resolving technical issues, and ensuring a high-quality service experience. The goal is to provide

First Call Resolution (FCR)

while maintaining the brand's reputation.

Key Responsibilities

Customer Interaction:

Answer calls professionally to provide information about products or services, take orders, or cancel accounts.

Problem Solving:

Listen actively to customer grievances, identify the root cause, and provide effective solutions or escalations.

Documentation:

Maintain accurate records of interactions and transactions by logging details of inquiries, complaints, and comments in the CRM.

Quality Compliance:

Adhere to communication scripts and meet specific

Key Performance Indicators (KPIs)

such as Average Handling Time (AHT) and Quality Scores.

Upselling/Cross-selling:

(If applicable) Identify opportunities to suggest additional products or services that provide value to the customer.

Key Skills and Qualifications

Communication Excellence:

You must possess superior verbal fluency, clear diction, and the ability to simplify complex information. Active listening is critical to ensure customer needs are understood the first time.

Educational Background:

A High School Diploma is typically the minimum requirement, though a Bachelor's Degree is often preferred for specialized lines of business.

Technical Proficiency:

Proficiency in Microsoft Office and the ability to learn complex CRM (Customer Relationship Management) software quickly. You should be comfortable "multi-tasking"--navigating multiple tabs and databases while keeping a conversation flowing.

Emotional Intelligence:

The ability to remain empathetic and composed during difficult interactions. Being "thick-skinned" helps in managing back-to-back calls without losing service quality.

Operational Flexibility:

Since BPOs often serve global markets, you must be willing to work in a

24/7 shift rotation

, which includes night shifts, weekends, and public holidays.
Job Types: Full-time, Permanent

Pay: ?15,000.00 - ?35,000.00 per month

Experience:

Inbound voice: 1 year (Preferred) telecalling: 1 year (Preferred)
Work Location: In person