International Inbound Voice Process Consultant

Role and Responsibilities:

• Handle and resolve billing-related queries through inbound calls and emails, using problem-solving techniques and delivering clear and concise information.
• Provide accurate and timely responses to customer questions regarding billing statements and service-related issues.
• Manage international inbound customer calls with a focus on delivering exceptional service and resolving customer concerns promptly.
• Actively listen to customer needs, concerns, and feedback to provide appropriate and empathetic responses.
• Document all customer interactions accurately and maintain up-to-date records within the CRM system.
• Collaborate with team members and departments to resolve complex and escalated customer issues efficiently.

Required Profile:

• Minimum of 12 months of experience in international voice processes, specifically inbound customer service.
• Strong expertise in handling billing-related concerns, including recurring billing cycles, due dates, proration, auto-payments, surcharges, service fees, and applicable taxes.
• Proven ability to resolve customer disputes related to billing issues.
• Demonstrated excellence in verbal and written communication, with the ability to convey thoughts clearly and professionally.
• Logical and articulate thinker capable of delivering effective solutions.
• Skilled at managing challenging customer interactions with patience and professionalism.
• Competence in multitasking and making quick, independent decisions under pressure.
• Willingness to work in a US-based environment, including rotational shifts and a 5-day workweek.
• Customer-focused approach with strong logical reasoning and the ability to adapt to spontaneous situations.
• Experience resolving customer issues through inbound channels, ensuring professional and timely responses to all queries.