Voice Process Executive_ WFH_ Rotational Shift

Job Overview:

We are looking for a dedicated and dynamic Voice Process Executive to join our customer support team. The ideal candidate will be responsible for providing exceptional customer service through voice support, handling ticket-based queries, and resolving customer issues in a professional and efficient manner. This role involves working in a rotational shift pattern to ensure 24/7 support for our global customer base.

Role & responsibilities

Voice Support:

• Handle inbound and outbound calls from customers regarding various issues, inquiries, and service requests.
• Provide accurate, valid, and timely information to customers via phone, ensuring a high level of customer satisfaction.
• Resolve customer issues related to products, services, or accounts in a professional and empathetic manner.

Ticket Support & Query Management:

• Create, manage, and track customer service tickets, ensuring timely resolution of queries.
• Follow up on open tickets and escalate unresolved issues as per process guidelines.
• Document interactions with customers clearly and accurately in the ticketing system.

Problem Resolution:

• Identify issues, provide step-by-step guidance to customers, and troubleshoot technical or service-related problems.
• Utilize knowledge bases, troubleshooting guides, and support tools to assist customers in resolving issues efficiently.

Customer Communication:

• Communicate effectively and professionally with customers, ensuring clarity in resolving issues.
• Proactively keep customers informed of the status of their inquiries or issues.

Collaboration & Teamwork:

• Collaborate with other teams (technical, billing, etc.) to ensure seamless issue resolution.
• Participate in team meetings and contribute ideas for improving customer service processes.

Reporting:

• Maintain daily records of interactions, resolutions, and escalations.
• Provide insights to the team on recurring customer issues and areas of improvement.

Preferred candidate profile

• Excellent Communication Skills: Clear, concise, and customer-friendly verbal and written communication.
• Problem-Solving: Ability to identify the root cause of an issue and provide effective solutions.
• Multi-Tasking: Manage multiple tickets and calls simultaneously while maintaining quality.
• CRM Knowledge: Experience with ticketing systems such as Zendesk, Freshdesk, or similar platforms.
• Empathy & Patience: A customer-first attitude with the ability to remain calm and composed during challenging situations.
• Technical Aptitude: Basic understanding of troubleshooting customer issues related to products/services.

Qualifications:

• Education: Bachelors degree in any field (preferred but not mandatory).
• Experience: 1-2 years of experience in customer service, voice support, or ticket handling.
• Technical Skills: Familiarity with CRM tools and ticketing systems.

Perks and benefits

• Competitive salary and performance-based incentives.
• Health insurance and other benefits.
• Opportunities for career growth and professional development.
• Friendly work environment with flexible working hours.