International Process- Customer service/ voice process

Key Responsibilities:

• Handle inbound and outbound customer calls for international clients, ensuring a high level of customer satisfaction.
• Address customer queries, complaints, and requests in a clear and professional manner.
• Provide accurate product/service information, resolve issues, and guide customers through troubleshooting.
• Maintain a positive, patient, and empathetic attitude while handling customer concerns.
• Document customer interactions, issues, and resolutions in the system accurately.
• Collaborate with internal teams to ensure timely resolution of complex issues and provide seamless service.
• Meet performance targets such as call handling time, first-call resolution, and customer satisfaction scores.
• Escalate unresolved issues or complaints to the appropriate team for further investigation.
• Follow up with customers to ensure that all issues are fully resolved and the customer is satisfied.
• Adhere to company policies, service level agreements (SLAs), and quality standards while handling customer calls.
• Work in a fast-paced environment, managing multiple tasks and inquiries simultaneously.