Job Title: International Voice Process Agent

Job Description:

As an International Voice Process Agent, you will be responsible for handling inbound or outbound calls from customers or clients located internationally. Your primary objective will be to address customer inquiries, resolve issues, provide information, and ensure a high level of customer satisfaction. This role requires excellent communication skills, a customer-centric approach, and the ability to navigate through various systems and databases efficiently.

Key Responsibilities:

Customer Interaction: Handle inbound or outbound calls from international customers professionally and courteously. Listen to customer inquiries, understand their concerns, and provide appropriate solutions or information.

Issue Resolution: Investigate and resolve customer complaints, issues, or queries promptly and accurately. Utilize available resources and escalate complex problems to higher-level support when necessary.

Product/Service Knowledge: Develop a comprehensive understanding of the products or services offered by the company. Provide accurate information to customers regarding product features, pricing, availability, and promotions.

Documentation: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, in the company's database or CRM system. Ensure all information is accurately documented for future reference and analysis.

Quality Assurance: Adhere to company policies, procedures, and quality standards while interacting with customers. Strive to achieve high levels of customer satisfaction and meet performance metrics such as call quality, resolution time, and customer feedback ratings.

Team Collaboration: Collaborate effectively with team members, supervisors, and other departments to address customer issues or escalate complex cases. Share best practices, provide support to colleagues, and contribute to a positive work environment.

Continuous Improvement: Stay updated on product knowledge, industry trends, and customer service best practices. Participate in training sessions, workshops, and skill development programs to enhance your performance and contribute to the overall improvement of the team.

Skills and Qualifications:

Excellent verbal and written communication skills in English (proficiency in additional languages may be advantageous).
Strong interpersonal skills with the ability to empathize with customers and address their needs effectively.
Problem-solving abilities and attention to detail.
Ability to multitask and work under pressure in a fast-paced environment.
Proficiency in using computers, CRM software, and other relevant tools.
Prior experience in customer service or call center roles is preferred but not mandatory.
Flexibility to work in shifts, including evenings, weekends, and holidays.

Education: