International Voice Process

Key Responsibilities

1. Customer Interaction

• Inbound Calls: Handle customer queries, complaints, and requests through phone calls from international clients.
• Outbound Calls: Make calls to customers for telemarketing, surveys, collections, or follow-ups.
• First Call Resolution: Aim to resolve customer issues during the first interaction by listening attentively and providing accurate solutions.

2. Problem Solving and Support

• Identify and troubleshoot product or service-related issues.
• Provide clear explanations and instructions based on the customer s needs.
• Escalate unresolved issues to the appropriate department while ensuring timely follow-up.

3. Documentation and Data Entry

• Accurately record customer information, queries, and solutions provided during each call in the CRM or support system.
• Maintain call logs, updates, and relevant notes for future reference or analysis.

4. Product/Service Knowledge

• Gain an in-depth understanding of the client s products or services to provide reliable and accurate information.
• Stay updated with new features, upgrades, or changes in procedures.

5. Quality Assurance and Compliance

• Adhere to company and client guidelines on call handling, compliance, data security, and customer communication.
• Follow quality assurance protocols and achieve targets for customer satisfaction (CSAT), call handling time, and call resolution metrics.

6. Communication Skills

• Communicate clearly and fluently in English (or another required language), ensuring neutral or appropriate accent as per client requirements.
• Maintain a polite, patient, and professional tone throughout all interactions, regardless of customer behavior.

7. Time Zone Flexibility

• Work in shifts to match international time zones (e.g., US, UK, Australia), including night shifts, weekends, and holidays if required.