Customer Service Voice Process

Overview

Key Responsibilities

• Answering incoming customer calls and providing assistance
• Resolving customer inquiries and complaints over the phone
• Managing and updating customer information in the database
• Upselling products or services when applicable
• Following communication scripts when handling different topics
• Identifying and escalating priority issues to the appropriate department
• Meeting or exceeding customer service quality goals
• Handling customer questions or concerns regarding the product or service
• Acting as the first point of contact for customers
• Collaborating with team members to improve customer support experience
• Remaining professional and courteous with customers at all times
• Participating in training and coaching sessions
• Resolving customer complaints using effective problemsolving skills
• Providing feedback to the team and implementing process improvements
• Managing time effectively to ensure productivity and customer satisfaction

Required Qualifications

• High school diploma or equivalent
• Prior experience in a customer service role
• Excellent verbal and written communication skills
• Ability to work in a fastpaced and dynamic environment
• Strong listening and negotiation skills
• Ability to handle stressful situations with composure
• Proficiency in using customer service software and CRMs
• Understanding of customer satisfaction principles and practices
• Ability to multitask and prioritize tasks effectively
• Empathetic and patient attitude towards customers
• Problemsolving skills to address customer concerns
• Flexibility to work in shifts including evenings and weekends
• Ability to collaborate and work effectively within a team
• Adaptability to changes in processes and procedures
• Desire to continuously improve and develop customer service skills

communication,multitasking,empathy,customer satisfaction