Overview
The Customer Support Executive in the International Voice Process plays a crucial role in providing exceptional customer service and support to international clients. This role is vital in maintaining positive customer relationships, resolving inquiries, and ensuring overall customer satisfaction.
Key Responsibilities
- Handle inbound and outbound calls to assist customers with product inquiries, issues, and general support
- Provide accurate, valid, and complete information by using the right methods/tools
- Resolve customer complaints via phone, email, or social media
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Identify and assess customers needs to achieve satisfaction
- Keep records of customer interactions, transactions, comments, and complaints
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
- Coordinate with internal teams to ensure proper escalation and resolution of customer issues
- Stay updated on product knowledge and facilitate product demonstrations
- Handle customer inquiries and provide information on various products and services
- Maintain customer satisfaction ratings based on explicit criteria set forth by the company
- Contribute to team effort by accomplishing related results as needed
- Assist with customer retention activities, including outreach and upselling
- Contribute to a positive team environment
Required Qualifications
- Bachelors degree in any field or equivalent work experience
- Proven work experience in customer support, client services, or a similar role
- Experience in handling international customers and familiarity with international customer service principles
- Proficient in using customer service software, databases, and tools
- Strong phone contact handling skills and active listening
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Customer orientation and ability to adapt/respond to different types of characters
- Ability to work in a fast-paced environment with a positive attitude
- Willingness to work in rotational shifts and flexible schedules
- Proven problem-solving skills and the ability to think on your feet
- Familiarity with CRM systems and practices
- Team player with good interpersonal skills
- Proficiency in MS Office and strong data entry skills
- Ability to learn and apply new technologies quickly
Skills: communication,customer service,multitasking,adaptability,customer support,international voice process,voice process
