International Voice Process Executive

Greetings from IntouchCX !!

We are currently hiring for an immediate opportunity for an International Voice.

Interested candidates can contact

HR Meghana AC @9620689154

Email : ac.meghana@intouchcx.com

Job Title Customer Service Associate (CSA):

Should have Minimum 6 months of experience in International Voice process.

The role of the Customer Service Associate (CSA) - Voice, will be responsible for:

• Having daily interactions with the customer to handle issues from end to end via call
• Going the extra mile to engage customers in solving issues and ensuring satisfaction
• Quickly and effectively building rapport with customers while diagnosing and resolving issues
• Providing white glove service and having the ability to provide an overall excellent customer experience
• Managing customer expectations regarding estimated response times

Essential Function Requirements:

• An obligation to deliver exceptional customer service
• Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems
• Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions
• Ability to learn new skills and quickly absorb and interpret new information, products, and
• features from the perspective of the customer
• Actively listen to the customer, and show empathy and patience
• Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken
• Ensure policies and procedures are followed on all calls
• Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
• Learn and retain a thorough working knowledge of all existing and new process and procedures
• Achieve assigned Key Performance Indicators e.g. Call Handle Time, Quality, CSAT & DSAT
• Attend Team Meetings/additional training sessions as scheduled
• Performs other duties as assigned

Critical Skills:
Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
Ability to show high emotional intelligence by remaining calm under pressure while solving the customers concerns
Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needs
Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
Ability to work in a fast-paced, hectic, changing environment
Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
Ability to operate a phone system and personal computer
Ability to adhere to all organizational policies and procedures
Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays
Ability to perform basic mathematical functions
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Educational/Work Experience and Requirements:
Must successfully pass a background check
High school diploma or equivalent required
Post secondary degree is a plus
Must have at least six months customer service experience or equivalent