Job Description

Key Responsibilities:

Handle customer internactions in a courteous and professional manner. Accurately identify customer needs and provide appropriate solutions or escalations. Maintain up-to-date knowledge of products, services, and processes. Follow defined scripts, procedures, and call quality guidelines. Meet or exceed key performance metrics such as AHT, CSAT, FCR, and adherence. Escalate complex or unresolved cases to the Team Leader or relevant department. Maintain confidentiality of customer data and comply with information security policies. Participate in regular coaching and feedback sessions to improve performance. Follow company templates, tone of voice, and response guidelines. Ensure response time and resolution SLAs are met. ? Collaborate with cross-functional teams for issue resolution
Qualifications & Skills:

Minimum: Bachelor's degree or diploma. Minimum 1 year of experience required in Voice Strong communication and active listening skills. Fluent in English with minimum B2. Ability to work under pressure and manage multiple tasks. Customer-focused with a positive attitude and empathy. Basic computer literacy (MS Office, CRM tools). Flexible to work in shifts, weekends, and public holidays. Excellent written communication skills. Typing speed and accuracy (minimum 40 wpm preferred). Strong analytical and problem-solving ability.
Job Type: Full-time

Pay: From ?18,000.00 per month

Benefits:

Provident Fund
Application Question(s):

Looking for an Immediate Joiner
Experience:

International voice process: 1 year (Required)
Shift availability:

Night Shift (Required) Overnight Shift (Required) Day Shift (Required)
Work Location: In person