Snr Process Associate For @PUNE / Bangalore

Greetings from KVC CONSULTANTS LTD.

We are hiring for International Voice Executive role in ITES/ MNCs - Pune / Bangalore

PROFILE 1:

Process:- -- International Voice --- Customer Support Process -- and Service desk Voice

-- Both profiles are open .

SALARY:- for those with with 1 year of experience .

Rs 4.00 LPA to Rs 6 .50 LPA ----

Rotational shifts -- 24 / 7 --- 2 WEEK OFFS

both side cabs available .

Roles and Responsibilities

• Customer Interaction

  :
• Engage with customers over phone calls to provide support, answer queries, and resolve issues in a professional and courteous manner.
• Address customer concerns and provide relevant solutions, ensuring satisfaction.

• Issue Resolution

  :
• Identify customer problems or concerns and offer timely and effective solutions.
• Escalate complex issues to higher-level support teams when necessary while ensuring the customer is informed.

• Adherence to Scripts

  :
• Follow predefined scripts and guidelines to maintain consistency and professionalism in all customer interactions.
• Adapt communication style to fit the customers needs while maintaining service standards.

• Quality Assurance Compliance

  :
• Maintain high-quality standards in communication, ensuring accuracy, clarity, and professionalism in every call.
• Ensure calls meet internal quality and performance metrics (such as First Call Resolution, Customer Satisfaction, etc.).

• Performance Metrics

  :
• Meet or exceed performance metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
• Continuously work towards improving personal and team performance through self-assessment and feedback.

• Handling Difficult Situations

  :
• Remain calm and professional when dealing with upset or irate customers, working towards de-escalating conflicts and resolving concerns.
• Offer empathetic solutions, ensuring a positive customer experience despite challenges.

• Customer Relationship Building

  :
• Build and maintain positive relationships with customers by providing exceptional service, leading to higher customer loyalty and retention.

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FOR THE INITIAL SCREENING ROUND --- PLS CALL ANY OF THE BELOW NUMBERS-

Laiba-- 9654201996

Sadiya 9628373764

Areesha-- 9628373763

Divya-- 9821182650

Yagyanshi 9821182648

Regards

KVC CONSULTANTS LTD

NO PLACEMENT CHARGES