Call Center Agent (Voice Process)

We are seeking a motivated and customer-focused Call Center Agent with the title of AI Escalation Specialist to join our dynamic team. In this role, you will be the first point of contact for our customers, responsible for addressing their inquiries, resolving issues, and providing information about our products and services. The ideal candidate is an excellent communicator with the ability to stay composed and professional while ensuring a positive customer experience.

• Job Title: AI Escalation Specialist (Call Center Agent)
• Location: Gurugram, Delhi NCR (On-site)
• Compensation: Up to 8 LPA (Based on experience and skills)
• Experience Required: Minimum 3 years of experience in a US Voice Process
• Shift/Perks: US Shift (Night Shift) | 5 km home drop facility provided

Role & responsibilities

• Inbound Management: Manage a high volume of inbound customer calls in a timely and professional manner.
• Problem Resolution: Identify and assess customers' needs to achieve satisfaction, providing accurate and complete information.
• Process Compliance: Follow communication scripts and protocols to ensure consistency and quality in customer interactions.
• Data Logging: Keep records of customer interactions, process customer accounts, and file documentation accurately.
• Customer Delight: Go the extra mile to engage customers and provide a world-class service experience.

Preferred candidate profile

• Experience: Minimum 3+ years of proven experience as a Call Center Representative or in a similar customer service position handling a US Voice Process.
• Communication: Excellent, near-native proficiency in spoken English with clear and effective communication skills.
• Location: Gurugram