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BPO Executive
WestShore BPO
posted 2mon ago
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Job Description
westshorebpo is looking for BPO Executive to join our dynamic team and embark on a rewarding career journey
- The BPO (Business Process Outsourcing) Executive is responsible for providing excellent customer service and support for clients or customers of a BPO organization
- They handle inbound and outbound calls, emails, or other forms of communication to address inquiries, resolve issues, and ensure customer satisfaction
- The BPO Executive must possess strong communication skills, problem-solving abilities, and the ability to work in a fast-paced and customer-centric environment
- Key Responsibilities:Customer Service and Support:Handle inbound and outbound customer interactions through various channels, such as phone calls, emails, or chat
- Provide prompt, courteous, and accurate responses to customer inquiries, concerns, or complaints
- Assist customers in troubleshooting issues, providing technical support, or guiding them through processes
- Maintain a professional and customer-centric approach in all interactions, ensuring a positive customer experience
- Escalate complex or unresolved issues to appropriate departments or supervisors as needed
- Product or Service Knowledge:Acquire a comprehensive understanding of the organization's products, services, features, and processes
- Stay updated on new offerings, updates, or changes to effectively address customer inquiries
- Communicate product or service information, benefits, and value propositions to customers
- Assist in identifying upselling or cross-selling opportunities and promoting additional products or services when appropriate
- Data Entry and Documentation:Accurately capture and record customer information, inquiries, and actions taken in the company's systems or databases
- Update and maintain customer records, ensuring completeness and accuracy of information
- Generate reports or perform data analysis as required by the organization or supervisors
- Follow data privacy and confidentiality guidelines while handling customer information
- Problem Resolution and Escalation:Analyze customer issues, assess root causes, and provide appropriate resolutions or workarounds
- Utilize problem-solving skills to identify patterns, troubleshoot technical or operational problems, and propose solutions
- Escalate complex or unresolved issues to senior staff, supervisors, or specialized teams for further investigation or resolution
- Follow up with customers to ensure satisfactory resolution and document outcomes
- Process Adherence and Continuous Improvement:Adhere to predefined processes, protocols, and quality standards while handling customer interactions
- Stay updated on changes in processes, policies, or guidelines and apply them consistently
- Contribute to process improvement initiatives by providing feedback, suggesting ideas, or participating in training programs
- Maintain awareness of industry trends, customer preferences, and competitors' offerings
- Qualifications and Skills:High school diploma or equivalent
- Some college education is a plus
- Previous experience in a BPO or customer service role is preferred
- Excellent communication skills in verbal and written English
- Additional language proficiency may be required based on client or customer needs
- Strong customer service orientation with the ability to understand and empathize with customers
- Active listening skills to accurately interpret customer needs and concerns
- Problem-solving skills with the ability to analyze issues and provide effective resolutions
- Familiarity with CRM software, ticketing systems, or other customer support tools
- Basic computer skills and proficiency in using email, web browsers, and Microsoft Office or similar productivity software
- Ability to work in a fast-paced and multitasking environment, handling multiple customer interactions simultaneously
- Flexibility to work in different shifts, including evenings, weekends, or holidays, based on business requirements
- Professionalism, adaptability, and a positive attitude in dealing with customers and colleagues
- Ability to maintain composure and professionalism in challenging or stressful situations
Employment Type: Full Time, Permanent
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