Voice process

• Handle inbound or outbound calls from international customers.
• Understand and resolve customer queries in real-time.
• Communicate clearly and fluently in English (or other required language).
• Maintain a professional and courteous tone.

• Analyze customer issues and provide appropriate solutions.
• Escalate unresolved issues to the next level or relevant department.
• Ensure customer satisfaction and maintain call quality standards.

• Accurately document call details, customer information, and solutions provided.
• Follow up on customer interactions as needed.
• Update CRM systems with relevant customer interactions.

• Stay updated on client products, services, and policies.
• Use knowledge to provide accurate information and assist customers effectively.

• Meet daily, weekly, and monthly performance metrics (e.g., call quality, AHT, FCR).
• Adhere to shift timings and scheduled breaks.

• Participate in training sessions and workshops.
• Provide feedback to management regarding process improvements.
• Maintain confidentiality of customer and company information.
• Support team members and contribute to a positive team environment.

• Excellent verbal communication in English (neutral or appropriate accent).
• Active listening and empathy.
• Patience and ability to handle pressure.
• Basic computer knowledge and typing skills.
• Multitasking and time management.

Intignizs Solutions