Voice Support Officer

ob Summary: We are looking for dynamic and results-driven Voice Associates to manage inbound and outbound customer interactions with a strong focus on customer satisfaction, sales conversion, and retention.

In this role, you will handle customer queries, identify upselling opportunities, customer retention, and drive revenue through effective communication and relationship building. The ideal candidate should have prior experience in (min 1 year) customer service and sales-oriented roles, with the ability to deliver excellent customer experiences while achieving performance targets.

Key Responsibilities:

Inbound Customer Service & Upselling

• Handle customer interactions via voice calls, email, and chat in accordance with company guidelines and SOPs
• Resolve customer queries, concerns, and complaints effectively while ensuring high customer satisfaction
• Identify customer needs and proactively upsell/cross-sell relevant products and services
• Promote ongoing offers, bundles, and value-added services to maximize revenue
• Maintain a balance between service quality, customer satisfaction, and sales performance
• Accurately update customer information and interaction details in CRM systems
• Record call outcomes, service resolutions, and sales conversions in internal tools
• Escalate complex issues and high-value opportunities to the appropriate teams or supervisors

Outbound Sales & Call Handling

• Conduct outbound calls to existing and prospective customers as per assigned campaigns
• Drive customer retention by addressing concerns and preventing churn
• Deliver persuasive and confident sales pitches while maintaining a positive customer experience
• Effectively handle objections and convert leads into successful sales
• Maintain accurate records of calls, sales activities, and outcomes
• Achieve or exceed defined daily, weekly, and monthly KPIs for sales and service

Mandatory Skills & Experience

• Minimum 1 year of experience in customer service, customer retention, tele sales, upselling/cross-selling, or outbound sales
• Strong customer-focused attitude with a results-driven and sales-oriented
• Excellent verbal and written communication skills with clear articulation
• Demonstrated ability to handle objections, negotiate, and close sales effectively
• Proficiency in using CRM tools and customer management systems
• Good typing skills (minimum 25 WPM with at least 80% accuracy)