Call Center Executive / Calling Agents

The Voice Associate is responsible for managing incoming and outgoing calls to provide exceptional customer service, resolve customer inquiries, and support various business needs. This role requires excellent communication skills, a strong customer-focused approach, and the ability to work
effectively in a fast-paced environment.

Key Responsibilities:
Handle Inbound Calls: Respond to customer inquiries, complaints, and requests through inbound phone calls. Provide accurate information and solutions in a timely and professional manner.
Make Outbound Calls: Conduct outbound calls for follow-ups, customer feedback, surveys, or to provide additional information or services as required.
Customer Issue Resolution: Identify customer needs, clarify information, research issues, and provide appropriate solutions. Escalate complex cases to higher-level support when necessary.
Document Interactions: Accurately record details of customer interactions, including inquiries, complaints, comments, and actions taken in the customer relationship management (CRM) system.
Achieve Performance Metrics: Meet or exceed key performance indicators (KPIs) such as call handling time, resolution time, customer satisfaction scores, and other relevant metrics.
Maintain Knowledge Base: Stay updated with product or service information, policies, and procedures to provide accurate and up-to-date information to customers.
Follow Procedures: Adhere to company policies and procedures during all interactions to ensure compliance and protect customer data and privacy.
Collaborate with Team: Work effectively with team members and other departments to ensure a seamless customer experience.

Qualifications:
Education: High school diploma or equivalent required; Associate s or bachelors degree preferred. DRA Certificate is Mandatory.
Experience: Previous experience in customer service, call center, or a similar role is preferred.

Skills:
o Excellent verbal communication and listening skills.