International Voice Process

Job Description

Job Purpose: The key purpose of this role is to build rapport both over the phone and email with the customers and to deal with all the queries raised by customer in a professional manner. You'll spend most of your time with customers undertaking reviews, building strong lasting relationships and helping them by offering simple, straight forward support.
You might have opportunity to travel to UK based on the business requirement.

Responsibilities:

Handling incoming and outgoing telephone calls from both existing and prospective customers and dealing with all queries in a professional manner.
To demonstrate an all-round knowledge of the company's products
Follow up to ensure that appropriate actions were taken on customers' requests.
Refer unresolved customer grievances or special requests to designated departments for further investigation.
Contributes to team effort by accomplishing related results as needed.
To ensure the timely communication of information to colleagues and line management
Maintain the company's compliance standards and own compliance training
Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.
Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc..
To ensure the timely communication of information to colleagues and line management

Experience:

12 months previous experience working in an international call centre environment, undertaking a voice process is essential

Intermediate level skills in Microsoft Word and Excel are essential

Qualifications:

PUC qualification is essential
Graduation in commerce stream is desirable

Required Candidate profile

Must have the following Skill sets:

• UG/Commerce graduates preferred/10+2/B.Com/BBA etc.
• Must have International Voice Experience with excellent communication skills.
• Good to work in UK Shifts (12:30pm-9:30pm)
• Flexible in shifts