Customer Service Executive (Voice Process)

Summary

We are seeking a dedicated Customer Service Executive to join our IT Services team, focusing on a voice-based process handling inquiries for international markets in the US and Canada. This pivotal role is designed to ensure high levels of customer satisfaction by effectively resolving queries and managing client interactions through both inbound and outbound communication channels. The position offers an opportunity to develop strong communication skills within a dynamic environment that values problem-solving abilities and adaptability to rotational shift schedules.

Responsibilities

• Manage and resolve customer inquiries efficiently through voice channels, ensuring a positive experience for clients.
• Execute inbound and outbound calling activities with a focus on international customer segments.
• Apply effective problem-solving techniques to address customer issues and provide timely solutions.
• Maintain professional and clear English communication during all client interactions.
• Utilize basic computer knowledge to navigate systems and log interaction details accurately.
• Demonstrate flexibility by adhering to a rotational shift schedule to support 24/7 service availability.
• Prioritize customer satisfaction in every interaction to uphold the organization's service standards.

Requirements

Requirements:

• Possess at least 6 months of relevant work experience in a customer-facing role.
• Demonstrate proficiency in English communication suitable for international voice processes.
• Exhibit strong skills in customer handling and the ability to de-escalate situations with empathy.
• Show aptitude for problem-solving and quick decision-making during live calls.
• Have a working knowledge of basic computer operations and software applications.
• Be comfortable working with rotational shifts to meet operational demands.
• Display a genuine interest in delivering exceptional customer service and building client relationships.