Voice Process Executive

The Voice Process Executive manages inbound or outbound calls to support customer queries, promote services, or resolve issues. The role involves understanding customer needs, offering accurate information, documenting interactions, and ensuring a smooth customer experience. A strong command of language and a customer-friendly attitude are essential.

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Key Responsibilities

• Handle inbound or outbound customer calls professionally.
• Provide accurate information about products or services.
• Understand customer issues and offer appropriate solutions.
• Escalate complex issues to the concerned teams when necessary.
• Maintain records of customer conversations and follow-up actions.
• Meet call quality standards, response targets, and performance metrics.
• Ensure customer satisfaction by resolving queries efficiently.
• Maintain a polite, calm, and helpful tone during interactions.

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Required Qualifications

• Bachelor’s degree in any field (or equivalent experience).
• Excellent verbal communication skills.
• Strong listening and interpersonal abilities.
• Basic computer knowledge and ability to use CRM or call management tools.
• Ability to work in rotational shifts, if required.

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Preferred Skills

• Prior experience in BPO or call center voice process roles.
• Fluency in multiple languages for regional or domestic voice processes.
• Strong problem-solving abilities and a customer-first approach.
• Ability to handle high call volumes and maintain professionalism.
• Good telephone etiquette and confidence in speaking.