Job Summary

We are seeking a dedicated Customer Service Executive to manage voice-based interactions for our IT Services division. In this pivotal role, you will serve as the primary point of contact for clients, primarily within the US and Canadian markets, ensuring their inquiries are resolved with efficiency and empathy. The position is crucial for maintaining high standards of customer satisfaction and fostering strong, long-term relationships through effective communication and proactive problem-solving.

Key Responsibilities

Manage inbound and outbound voice calls for international clients, adhering to strict quality benchmarks and service level agreements.
Actively listen to customer concerns to accurately identify issues and implement effective solutions in real-time.
Utilize Customer Relationship Management (CRM) tools to log interactions, track complaints, and update client records with precision.
Resolve complex customer grievances and handle escalated issues with professionalism to ensure a positive resolution.
Maintain a high level of customer satisfaction by delivering personalized support and demonstrating strong English communication abilities.
Uphold all operational quality standards while managing the full lifecycle of customer interactions in a fast-paced environment.

Requirements

Requirements:

Possess a minimum of 1 year of professional experience in a customer-facing role, preferably within the IT or voice process sector.
Demonstrate exceptional active listening capabilities and the ability to de-escalate tense situations through problem-solving skills.
Have a proven track record of managing customer relationships and successfully handling complaints to achieve high satisfaction scores.
Exhibit strong command over English communication skills, suitable for international voice processes involving the US and Canada.
Be proficient in using CRM software and familiar with call handling protocols and quality assurance metrics.
Show a commitment to delivering excellence in customer service and support operations.

Customer Service Executive (Voice Process)

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