US Voice Process Associate

Job Title: US Voice Process Associate Job Summary: A US Voice Process Associate is a customer service or technical support role primarily focused on interacting with customers based in the United States. This role involves providing voice-based support to customers via phone calls, addressing inquiries, resolving issues, and offering assistance regarding products, services, or troubleshooting. The position demands excellent communication skills, strong problem-solving abilities, and a customer-first attitude to deliver high-quality service and maintain customer satisfaction.
Key Responsibilities: 1. Customer Support: Voice Interaction: Handle inbound and outbound voice calls from US-based customers, assisting them with their queries and providing solutions. Issue Resolution: Address customer complaints or concerns by providing appropriate solutions and ensuring a positive customer experience. Product/Service Information: Provide detailed information regarding products or services, ensuring that customers are fully informed about offerings, terms, and policies. Troubleshooting: Assist customers in troubleshooting product or service issues, guiding them through step-by-step instructions. Follow-Up: Ensure that customers are satisfied with the resolution of their concerns and follow up on any outstanding issues as needed. 2. Data Entry and Record Keeping: Maintain Records: Accurately document customer interactions, including inquiries, issues, and resolutions, in the company s customer relationship management (CRM) system. Update Databases: Enter and update customer data, including contact information, order details, and feedback into relevant systems. Track Call Metrics: Record call details such as call duration, nature of the inquiry, and customer satisfaction to track performance and maintain quality standards. 3. Sales and Upselling (if applicable): Cross-Sell/Up-Sell Products: Identify opportunities to cross-sell or upsell products and services during customer interactions, following company sales guidelines. Achieve Sales Targets: Meet or exceed performance metrics and sales targets set by the company, contributing to revenue generation. Promote Special Offers: Inform customers about ongoing promotions or special offers that might meet their needs. 4. Customer Education: Guidance and Training: Educate customers on product features, usage instructions, and troubleshooting methods. Knowledge Transfer: Share new updates or features with customers, ensuring they understand any changes that may affect their experience. 5. Quality Assurance: Adherence to Standards: Follow company policies, procedures, and scripts while interacting with customers, ensuring consistency and quality in each call. Maintain Service Quality: Ensure calls are handled with a positive tone, empathy, and professionalism to guarantee customer satisfaction. Monitor Call Quality: Participate in regular call monitoring sessions, receive feedback, and implement improvements for better service delivery. 6. Problem Escalation: Escalate Issues: If an issue cannot be resolved on the first contact, escalate the matter to a senior team member or supervisor. Resolution Follow-Up: Track and follow up on escalated issues to ensure timely resolution and customer satisfaction. 7. Team Collaboration: Collaboration: Work closely with other team members, supervisors, and departments to resolve customer issues effectively. Knowledge Sharing: Share feedback and insights with the team to improve service processes, share best practices, and contribute to team growth.
Job Profile : US Voice Process Associate
Industry : BPO