Bulk hiring For international voice process//salary upto 6 LPA

Job Description

Role & responsibilities Customer Support/Service Voice Role Primary Role : Provide voice-based assistance to customers for inquiries, troubleshooting, or problem resolution in real-time. Responsibilities : Answering calls : Respond to inbound calls from customers, addressing their queries and providing solutions. Handling customer complaints : Actively listen to customer concerns and resolve issues efficiently and professionally. Maintaining service standards : Follow company guidelines and protocols while interacting with customers to ensure consistency in service quality. Multitasking : Juggle between multiple tasks, such as using CRM systems while speaking to customers or logging relevant details. Upselling/Cross-selling : Suggest additional services, upgrades, or products to customers, based on their needs. Escalation : Identify complex or unresolved issues and escalate them to senior team members or specialized departments. Customer relationship management : Maintain customer satisfaction by delivering excellent service and building rapport over time. Technical Support Voice Role Primary Role : Assist customers with technical issues related to products or services over the phone. Responsibilities : Technical troubleshooting : Guide customers step-by-step to diagnose and resolve issues, whether related to software, hardware, or other technical services. Product guidance : Provide clear explanations on how to use products or services correctly. Escalation : When issues cannot be resolved in the first call, escalate to specialized teams or higher-level technical support. Documentation : Record details of customer interactions, technical problems, and solutions provided to ensure accurate tracking of issues. Customer satisfaction : Ensure customers feel supported and empowered with the solutions provided, maintaining a high level of satisfaction even with technical difficulties. 4. Collections/Accounts Receivable Voice Role Primary Role : Handle customer calls related to outstanding payments, account balances, or overdue bills. Responsibilities : Debt collection : Contact customers to follow up on unpaid invoices or overdue payments. Negotiating payment plans : Work with customers to establish feasible payment plans, if necessary. Account management : Provide customers with updated account balances, payment due dates, and solutions to settle their accounts. Resolving billing disputes : Address any discrepancies or issues related to billing or invoices, ensuring accurate records. Maintain compliance : Ensure all communication adheres to relevant financial laws and regulations regarding debt collection. 5. Internal Communication/Collaboration Voice Role Primary Role : Facilitate communication between departments, teams, and global offices within the company. Responsibilities : Conference calls : Participate in or coordinate virtual meetings with teams from different regions to discuss projects, performance, or issues. Interdepartmental support : Assist internal teams by answering queries related to operations, HR policies, IT support, or other business-related issues. Process alignment : Help in communicating new internal procedures, policies, or important announcements to team members globally. Feedback and reporting : Relay feedback from different departments or customers to management and help in improving internal processes. 6. Quality Assurance and Reporting in Voice Processes Primary Role : Ensure that the quality of voice interactions meets company standards and is consistent across all calls. Responsibilities : Monitoring calls : Regularly review call recordings to evaluate the quality of customer service and identify areas for improvement. Providing feedback : Offer constructive feedback to team members on how to improve their call handling, communication skills, or issue resolution techniques. Reporting : Generate reports on key performance indicators (KPIs) like call resolution times, customer satisfaction scores, or sales conversion rates. Continuous improvement : Implement suggestions for better handling customer calls, improving overall service quality, and meeting company targets. 7. Cultural Sensitivity and Global Considerations Primary Role : Be sensitive to cultural differences and communication styles, especially in international markets. Responsibilities : Understanding cultural diversity : Recognize that different customers may have unique expectations, communication styles, and preferences depending on their cultural background. Language skills : Provide service in multiple languages, if required, to accommodate international customers. Time zone management : Be flexible and available across different time zones to meet the needs of customers or teams in various regions. 8. Language Skills and Multilingual Support Primary Role : Provide voice support in multiple languages to cater to a global customer base. Responsibilities : Language proficiency : Speak with fluency and accuracy in the required languages, offering high-quality service in each language. Clear communication : Ensure that technical terms, product features, and service-related details are effectively communicated in the customer's preferred language. Cultural nuances : Adapt communication style to align with cultural expectations, ensuring that language and tone are appropriate. Tools and Technologies Used in Voice Processes: Preferred candidate profile Communication Skills: Fluent in English : Strong proficiency in both written and spoken English is essential. Candidates should be able to converse confidently and clearly, with good command over vocabulary, grammar, and pronunciation. Accent Neutrality : Ability to speak with a neutral accent or clear pronunciation that can be easily understood by international clients, especially if the process involves serving customers from diverse linguistic backgrounds. Active Listening : Ability to listen attentively and understand the customers requirements or issues without interrupting. Clarity and Articulation : Clear and concise communication with customers, avoiding jargon or ambiguous terms. 2. Technical Skills: Basic Computer Knowledge : Proficiency in using computers, navigating different software programs, and utilizing customer service platforms. Multitasking Abilities : Ability to handle multiple tasks, such as speaking with customers while inputting data into a system. Problem-Solving Skills : Ability to quickly assess and resolve issues or escalate them appropriately, ensuring customer satisfaction. CRM Software Knowledge : Familiarity with CRM (Customer Relationship Management) software like Salesforce, Zendesk, or other tools that are used for customer service operations. 3. Customer Service Experience: Previous Experience : Candidates with prior experience in customer service or call center roles are preferred, especially in an international context. Adaptability : Ability to handle diverse customers, processes, and scenarios, adapting the communication style to the customer’s needs. Empathy : Displaying a strong sense of empathy toward customers and their issues, ensuring a positive customer experience. 4. Soft Skills: Patience and Tolerance : Since customer service often involves handling complaints or difficult situations, candidates should have a high tolerance for stress and frustration. Teamwork : Ability to collaborate with team members and work towards collective goals. Time Management : Managing time effectively to handle multiple calls or tasks while maintaining quality service. Positive Attitude : Maintaining a friendly and approachable demeanor, even in difficult situations. 5. Cultural Sensitivity: Perks and benefits