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Customer Care (Voice) Executive

Customer Care (Voice) Executive

Industry:
Business Process Outsourcing (BPO)

Segment:
Customer Contact Center

Job Family:
Customer Care ( Voice)

Job Role:
Customer Care (Voice) Executive

Indicative Role Titles:
Customer Service Associate, Customer Care Executive, Account Advisor, Customer Complaint First Line Agent, Call Center Agent

Role Description:
This job provides information regarding products and services and manages and resolves customer queries and grievances. The jobholder has to maintain proper records of client interactions and exchanges, recording points of interest regarding queries, grievances, and remarks, in addition to actions taken.

Required Interactions:

Internal Stakeholders:

-Supervisor/Floor Incharge
-Team Members
-Line Managers

External Stakeholders:
-Client/Customer

Job Accountabilities:

-Answer calls in a professional manner to provide information regarding products and services, manage orders, and manage customer grievances
-Direct unresolved customer grievances or special requests to designated departments for further investigation.
-Maintain records of client interactions and exchanges, recording points of interest regarding queries, grievances, and remarks, and in addition to actions taken
-Ensure that required actions are taken to solve customers’ grievances

Technical Competencies:

-Data Entry & Documentation
-Information Technology Literacy
-Customer Support
-Telephone Etiquette

Personal Characteristics:
-Analyzes Information
-Articulates Effectively
-Listens Actively
-Focuses on Customers
-Generates Solutions

Qualifications & Training:

Essential Qualification:

-High School, Diploma Holder or Graduate Degree in any discipline

Indicative Certifications & Trainings:
-Contact Center specific training
-Managing Difficult Conversations
-CRM – Customer Relationship Management
-Voice and Accent training in applicable language(s)

Indicative Years of Experience:
-0-1 years of work experience in relevant areas

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